FCR Improvement Software for Call Centers
Studies Designed to Improve FCR and Provide Great CX
Awards Recognizing Excellence in FCR, CX, and EX Delivery
The Resources You Need to Improve FCR, CX, and EX
Improve FCR, CX, and EX - One Individual at a Time
SQM Group’s mission is “Helping call centers improve their FCR, reduce operating costs, and deliver great customer, and employee experience performance – one individual at a time”.
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mySQM™ FCR Insights software is specifically designed for call centers to help them reduce operating costs, and deliver great customer and employee experience performance. 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 agent 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™ FCR Insights software: reduced operating costs and customers at risk of defection, improved customer and employee satisfaction, increased opportunities to sell, and increased high performing agents. 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%.
For every 1% improvement in FCR, you reduce your operating costs by 1%.
98% of customers will continue to do business with the organization as a result of achieving FCR.
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Reduce Your Operating Costs
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For every 1% improvement in FCR there is a 1% improvement in Csat.
On average, 14% of customers describe their call as a complaint call. For every 5% improvement in FCR you reduce your complaint calls by 1%.
For every 1% improvement in FCR there is a 1% to 5% improvement in Esat.
Call Center Research ▶
Improve CX & EX
When a customer's call is resolved the customer cross-selling acceptance rate increases by up to 20%.
The top agents for FCR cost per call resolution is 35% lower than the bottom agents for FCR.
Average revenue lost to customer defections is $1,011,264 per agent.
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Improve Agent Selling and CX Performance
SQM differentiates itself from our competition based on mySQM™ FCR Insights software, research, best practices, and awards. Specifically:
We are Call Center specialists that deliver actionable FCR and CX improvement opportunities to individual agents and their Supervisors.
SQM best practices are specifically designed to help call centers improve FCR and provide great call center customer and employee experience and reduce their operating costs.
SQM has been awarding call centers and agents for FCR and CX excellence for over 20 years. Our FCR, CX, EX, and Best Practice awards are considered the most prestigious and sought after North American call center industry awards.
Specializing in call center FCR, CX, and EX improvement, SQM has over two decades worth of data and experience proving its effectiveness for driving performance improvement.
Learn more about SQM Group, the mySQM™ FCR Insights platform, and how we can help your company improve your CX delivery.