SQM Group

mySQM™ FCR Insights Software - Core Standard Features

The core standard customer experience software features provide powerful insights based on customer and employee surveys and internal captured and reported data to assist agents, analysts, and leaders in improving their customer service, FCR, Csat, and reducing operating costs.

mySQM™ FCR Insights Software – Core Standard Features Overview

mySQM™ FCR Insights - customer experience management software is designed on a SaaS platform. Our core standard features include a VoC closed-loop process to identify, develop, check, and act on FCR and customer service improvement opportunities. In addition, our customer service management software is customizable to meet a call center's specific FCR and customer service improvement needs. 

At the heart of mySQM™ FCR Insights software is six core standard features: data capture, data analytics, data visualization, highly customizable, providing real-time notifications, and listening to recorded customer feedback. The standard features of mySQM™ FCR Insights software are designed to capture, analyze, benchmark, report, and action FCR, quality assurance, call handling, customer and employee survey data, from the agent to the call center level.

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Data Capture

The flexible customer survey quota feature lets you determine if you want the quota at the agent, supervisor, line of business, or call center level. Post-call customer surveys can be conducted and captured within minutes after an interaction or within one day. Capture, store, and access customer and employee survey data from any survey methodology or internal data source. Put simply, all surveys and internal data can be stored in one place. By consolidating your data sources into one tool, you receive comprehensive insights into your call center's FCR, Call Handling, Cost, QA, CX, and EX performance. Audio capture is also stored in our software. Data and audio can co-exists in the same database. Raw data can be easily exported through the scheduled and customizable features of the software.

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Data Analytics

The software provides data analytics for assessing performance and identifying service and cost improvement opportunities from the agent to the call center level. Preconfigured reports assess performance and provide targeted opportunities for FCR, CSat, and cost improvement. Data analysis can also be completely customized to meet your needs through our advanced pivot table functionality. Easily conduct repeat call root cause analysis through our sophisticated repeat call tagging system. Benchmark your performance from the agent to the call center level against average and world-class performers. VoC Closed-loop process to identify, develop, check and act on customer service improvement opportunities.

Reports and graph data on top of a laptop computer

Data Visualization

SQM software provides comprehensive data visualization (e.g., FCR, CX, EX, cost, AHT, QA, etc.) reporting from the agent to the call center level. This approach ensures a holistic 360 view to help agents, and managers measure and improve their service and cost performance. Data visualization is highly flexible and can be easily customized and saved to be reused. 

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Highly Customizable

Our software allows you to easily customize many features including: home page, reporting, data filters, access levels, real-time notifications, and metrics. Highly customizable features allow your employees to focus on what is important to them and your call center.

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Real-Time Notifications

Real-time notifications can be customized so that you can act quickly to improve FCR and CX. For example, receive real-time service recovery notifications so that you can act quickly on customer complaints. Also, receive real-time notifications about world class interactions so that you can recognize great agent service delivery.

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Recorded Customer Feedback

Listen to the actual voice of the customer from their experience using your call center. Hear the joy, or pain in the customer's voice in the interactions they have with your agents and leverage this for powerful coaching and recognition opportunities.

mySQM™ FCR Insights Software — Business Case

Learn about the business case for using mySQM™ FCR Insights customer experience management software to improve your customer service and operating costs by focusing on first call resolution, call resolution, customer satisfaction, NPS, quality assurance, and other internal metrics at the call center to the agent levels.

Business Case ▶

Reduce Operating Costs

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

Reduce Customers at Risk

95% of customers will continue to do business with the organization as a result of achieving FCR.

Improve Customer Satisfaction

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

Improve Employee Satisfaction

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

Increase Opportunities to Sell

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

Improve Net Promoter Score®

For the average call center, every 1% improvement in FCR increases transactional NPS by 1.4.