Business Case for mySQM™ Auto QA Solution

Our high-value Auto QA solution helps call centers improve their customer service and lower operating costs by using the following:

• Core Standard Features: auto QA scoring, data analytics, data visualization, customizable, real-time notifications, recorded customer feedback, and benchmarkable QA and predictive CSat scores.
• Personalized Intelligence™ Features: CX benchmarking, recognizing & rewarding, agent self-training, and agent self-coaching.

Lower QA Costs

As a result of our mySQM™ Auto QA tool, our clients' financial ROI is up to 600%, and the payback period is 3 months or less. Using our Auto QA, you will reduce your quality assurance costs and improve your call center customer satisfaction (CSat). Many clients increase their CSat/FCR performance, reducing repeat calls by up to 10%. 

Reduce Operating Costs

For every 1% improvement in FCR, you reduce your 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 1.4 calls to resolve a customer’s inquiry. For 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 midsize call center, a 1% improvement in their FCR performance equals $286,000 in annual operational savings.

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.

• 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%.

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 agent has earned the right to move on to any type of sales activity.
• If the agent 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.