mySQM™ FCR Insights - Standard Features

The heart of mySQM™ FCR Insights 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.

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mySQM™ FCR Insights - Standard Features Overview

The standard features of mySQM™  FCR Insights 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 software and are enhanced by the features of Personalized Intelligence™. VoC Closed-loop process to identify, develop, check and act on service improvement opportunities.

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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.

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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 service improvement opportunities.

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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 — Business Case

Learn about the business case for using mySQM™ FCR Insights software to improve your operating costs and customer experience by focusing on first call resolution, call resolution, and customer satisfaction metrics at the call center and customer representative levels.

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Reduce Operating Costs

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

Reduce Customers at Risk

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

Improve Customer Satisfaction

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

Improve Employee Satisfaction

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

Increase Opportunities to Sell

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

Improve Net Promoter Score®

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

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Request a Demo

Learn more about the mySQM™ FCR Insights platform, find out how SQM can help your call center improve customer and employee experience, and take advantage of the power of Personalized Intelligence™ to improve your FCR.

Reach out today to book your demo.

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