SQM Group

mySQM™ FCR Insights Software- Employee Recognition

SQM's employee recognition program awards points based on post-call surveys, quality assurance, and internal data agent performance captured in mySQM™ FCR Insights customer service management software. Award points earned are converted to dollars and redeemed at most retailers using an SQM debit card. Our recognition program is one of the best practices for motivating agents to improve FCR and provide great customer service.

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Earn Award Points

Based on customer survey feedback and other contributions, agents earn award points that are converted to cash.

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Gamification

Use gamification to increase engagement in a fun way that motivates agents to improve FCR and great CX.

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Redeem Award Points

Award points are converted to dollars and can be redeemed using an SQM debit card to purchase what agents want at most retailers.

Employee Recognition Software Feature Benefits

There is a strong business case to motivate employees through recognition, especially when you consider that over 40% of unresolved calls result from an agent having a will issue. In addition, SQM's research shows that agents recognized for delivering high CX are motivated to go the extra mile to resolve calls.

mySQM™ FCR Insights customer service management software includes an effective agent recognition feature that is a best practice and the quickest approach to motivate agents to improve and provide great CX.

mySQM™ FCR Insights software helps recognize agents through award points earned that are converted to dollars and redeemed at most retailers using an SQM debit card. Agent recognition is frequent, descriptive, and impactful, making it a powerful software tool for motivating agents to improve first contact resolution, lowering operating costs, increasing employee and customer satisfaction.

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Earn Award Points

Agents can earn award points based on positive behaviors, high customer satisfaction, and call resolution results. Based on the VoC survey feedback for agent performance, mySQM™ FCR Insights software automatically awards points. An agent can also earn points for positive behavior and contribution from their peers and supervisors. Frequently recognizing positive behaviors and CX results motivate agents and promote repeated positive actions.

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Call Center Gamification

Gamification enhances the motivation of agents' to improve their FCR and CX and makes the working environment more fun. As a result, positive FCR and CX behaviors become an ingrained part of the culture and experience within the call center. Adding contests and recognition creates motivated agents that propel your entire call center to improve FCR and provide great CX.

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Redeem Award Points

Points earned by agents are converted to dollars and can be redeemed using an SQM debit card and used at most retailers. Agents redeeming points for things they want reinforce their motivation to repeat the positive CX behaviors in customer interactions. Moreover, improving FCR and Csat performance allows agents to earn more rewards that can be redeemed and used in day-to-day life (e.g., coffee, lunch, merchandise, movie, etc.). Finally, using their SQM debit card gives an agent instant gratification knowing the great CX they provided allowed them to pay for something they wanted.

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