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Business Case for mySQM™ CX Insights Software

SQM Group’s mission is “Helping call centers improve their customer and employee experience performance – one individual at a time”.

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Business Case

mySQM™ CX Insights software is specifically designed for call centers to help them capture, analyze, report, and deliver great customer and employee experiences. The main metrics that SQM uses to help clients improve customer experience and operating costs are First Call Resolution (FCR) and Call Resolution for each individual CSR and supervisor. FCR is a rare ‘silver bullet’ metric for measuring call center quality and cost performance.  

FCR is extremely effective at measuring and identifying the areas to improve both service and cost. As such, it is the main reason why FCR matters the most for measuring a call center’s customer service and cost performance. It is also a leading indicator to improving customer journey metrics (e.g. customer satisfaction, customer experience, etc.) as well as business outcome metrics (e.g. Net Promotor Score®, Net Retention Index, etc.).

Our high-value software is designed to help call centers improve their operating costs. Our client's average ROI is 450% and the payback period is less than 3 months. The high ROI and quick pay-back period are tied to the following six main benefits of using mySQM™ CX Insights software: reduced operating costs and customers at risk of defection, improved customer and employee satisfaction, increased opportunities to sell, and increased high performing CSRs. 95% of new clients who measure their first call resolution (FCR) with SQM for more than 1 year improve. The FCR gain shown by these clients ranges from 1-20% with the average being 3%.

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The 6 Main Benefits Of mySQM™ CX Insights Software:

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Reduce Operating Costs

For every 1% improvement in FCR you reduce your call center operating costs by 1%.


  • For a call center performing at the FCR industry average of 70%, potentially 30% of customers will have to call back because their issue was not resolved on the first call.
  • For the average call center, it takes 1.5 calls to resolve a customer’s inquiry. For the 30% of customers who do not achieve FCR it takes 2.5 calls to resolve their inquiry.
  • Repeat calls represent 23% of the average call center’s operating budget, which is an enormous opportunity to reduce a call center’s operating costs.
  • For the average call center SQM benchmarks, a 1% improvement in their FCR performance equals $286,000 in annual operational savings.

A CSR with ratings around her. A man is transferring money with is phone.

Reduce Customers at Risk of Defection

98% of customers will continue to do business with the organization as a result of achieving FCR.


  • If the call was unresolved, 23% of customers express their intent to not continue to use the organization’s products and services as a result of their call center experience.
  • The savings from preventing customer defections can be 5X greater than operational savings.
  • For many call centers, retaining customers represents the biggest opportunity to add true value to their organization.
  • Resolving calls is the key to reducing customers at risk.
  • For every 2% improvement in FCR there is a 1% improvement in call resolution, helping the call center retain customers.

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Improve Customer Satisfaction

For every 1% improvement in FCR there is a 1% improvement in Csat.


  • FCR is the metric with the highest correlation to Csat out of all call  center internal or external metrics.
  • The absence of FCR is the strongest driver of customer dissatisfaction.
  • Csat (top box response) average drops 15% every time a customer has to call back to get their initial call resolved.
  • If a customer had to call in three times to get their call resolved, their Csat would be 30% lower than a customer who had their call resolved on the first call.

Employees with reports and statistics

Improve Employee Satisfaction

For every 1% improvement in FCR there is a 1% to 5% improvement in Esat.


  • Call centers with high FCR tend to have high Esat. Conversely, call centers with low FCR tend to have low Esat.
  • The level of stress is very high for the CSR who handles the second or third call when a customer’s issue was unresolved on the first call.
  • Increasing FCR improves both Esat and Csat. Consistently resolving inquiries on the first call can increase Esat substantially.
  • Most call center managers understand that high Esat can provide high Csat/FCR, but high Csat/FCR can drive high Esat too.

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Increase Opportunities to Sell

When a customer's call is resolved the customer cross-selling acceptance rate increases by up to 20%.


  • SQM’s research shows that the customer’s needs must be resolved before the CSR has earned the right to move on to any type of sales activity.
  • If the CSR cross-sells before the inquiry or problem is resolved, the customer typically becomes irritated.
  • The customer can feel that the organization is pushing its needs, rather than serving the customer’s needs.
  • Focusing on business needs versus customer needs can cause the fundamental customer relationship to be undermined.

A CSR with reports and 5 star ratings around them.

Create More High Performing CSRs

The top CSRs for FCR cost per call resolution is 35% lower than the bottom CSRs for FCR.


  • Average revenue lost to customer defections is $1,011,264 per CSR.
  • Revenue from retaining customers is 100% higher for the best 15% of CSRs than for the worst 15% of CSRs.
  • Cost per call resolution factors in cost and how many calls it took for the customer’s call to be resolved: the average cost per call resolution is $12.74.
  • The average cost per call resolution for the best CSRs is $10.92 and for the worst CSRs is $14.56. The worst CSRs have a 33% higher cost per call resolution than the best CSRs.
  • Creating more high performing CSRs is one of the best ways for lowering costs and retaining customers.

What Differentiates SQM

SQM differentiates itself from our competition based on mySQM™ CX Insights software, research, best practices, and awards. Specifically: 

Call Center Specialists

We are Call Center specialists that deliver actionable CX improvement opportunities to individual CSRs and their Supervisors.

Best Practices

SQM best practices are specifically designed to help call centers improve and provide great call center customer and employee experience and reduce their operating costs.

Awarding

SQM has been awarding call centers and CSRs for CX excellence for over 20 years. Our CX, EX, and Best Practice awards are considered the most prestigious and sought after North American call center industry awards.

High-Value Software

Our high-value software is designed to help call centers improve their operating costs. Our client's average ROI is 450% and the payback period is less than 3 months.

CX & EX Improvement

Specializing in call center CX and EX improvement, SQM has over two decades worth of data and experience proving its effectiveness for driving performance improvement.

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