Earn Award Points
Agents earn award points based on customer survey feedback and other contributions.
Use gamification to increase engagement in a fun way that motivates agents to improve FCR and great CX.
Redeem Award Points
Points can be redeemed using SQM debit cards, gift cards, etc. to purchase what agents want.
Employee Recognition That Improves Motivation
mySQM™ FCR Insights customer service management software includes an effective agent reward and recognition software program that is a best practice and the quickest approach to motivate agents to improve and provide great CX. Recognizing positive agent behavior by rewarding Voice of the Customer survey feedback and other contributions motivates agents to repeat positive behaviors. mySQM™ FCR Insights software recognizes agents in a frequent, descriptive and impactful manner making it a powerful tool for improving FCR, CX, employee retention, and lowering operating costs.
Agents earn points based on positive behaviors exhibited in their daily customer interactions. Based on the VoC survey feedback, mySQM™ FCR Insights software automatically awards points for agent performance. An agent can also earn points for any type of positive behavior and contribution from their peers and supervisors. Frequently rewarding and recognizing positive behaviors motivates agents, and promotes repeated action.
Call Center Gamification
Gamification enhances the motivation of agent willingness 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 propels your entire call center to improve FCR and provide great CX.
Points earned by agents can be redeemed using many options including, an SQM debit card, gift cards, corporate swag, time off, etc. Repeating positive CX behaviors in customer interactions and improving FCR and CX performance allows agents to earn more rewards that can be used in day-to-day life (e.g. coffee, lunch, merchandise, movie, etc.). Using their SQM debit card gives an agent instant gratification knowing the great CX they provided allowed them to pay for something they wanted.