SQM Group

mySQM™ FCR Insights - Standard Features

The heart of mySQM™ FCR Insights customer service management software are 6 core features centered around: data capture, data analytics, data visualization, highly customizable, providing real-time notifications, and listening to recorded customer feedback.

mySQM™ FCR Insights Customer Service Management Software Standard Features Overview

The standard features of mySQM™ FCR Insights customer service management software are designed on a SaaS platform to help call centers capture, analyze, benchmark, report, and action customer and employee experience. Our customer experience measurement software is highly customizable to meet your call center’s specific needs and FCR improvement opportunities. The core software features provide powerful insights based on customer and employee survey data to assist agents, analysts, and  leaders improve their FCR and reduce their operating costs. These features are the fundamentals of mySQM™ FCR Insights customer service management software and are enhanced by the features of Personalized Intelligence™. VoC Closed-loop process to identify, develop, check and act on customer service improvement opportunities.

a vector graphic of a server with data lines coming from it

Data Capture

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.


Data streams shining from vents in a data block

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. 


A graphic of people moving software pieces around

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.

A graphic of a call center person receiving an alert message

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.

A laptop with headphones rested over it with sound waves in the background

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 service management software to improve your customer service and operating costs by focusing on first call resolution, call resolution, and customer satisfaction metrics at the call center and agent levels.

Download Business Case ▶