SQM Group logo

Quality Assurance Solution that Transforms Call Center Customer Service

A Single QA Platform for Call Centers to Motivate and Manage Agents to Deliver Great CX

Free TrialBusiness Case

Trusted by the Best Companies and Recognized by Analysts

See what our customers say about mySQM™ Customer Service QA Software

Rated 4.8 out of 5 based on reviews and ratings on G2

"Resolutionary!"

This will give advocates the opportunity to self-coach and learn better ways to improve before their coach or supervisor gets to them.

"User-friendly interface, strong service team!"

I've worked with several CX research supplies and would say that the mySQM tool is the best I've worked with so far. Dashboards are easy to setup and customize and it is also quite easy to setup data exports. The team at SQM has been flexible and great to work with.

"Valuable information everyday!"

The widgets are great for quick results and knowing how to start your day with your team. We can see the feedback and hear the input of our customers. The reporting can break down by different levels and metrics. Great way to benchmark your performance and see trends and opportunities.

mySQM™ Customer Service QA Software...

Software Benefits

Is a complete quality management software system that uses a single platform to assist call centers in delivering great customer experience and retaining agents. great Customer Experience (CX) and retaining agents.

Software Benefits

Helps motivate, engage, and manage agents with QA and call compliance scores, benchmark performance insights, identify their strengths and weaknesses, provide agent self-coaching, and recognize agent performance in real time.

Software Benefits

Tracks custom call compliance metrics (e.g., government laws, call handling scripts, and company policies) and quality assurance metrics like customer satisfaction score, first call resolution, average handle time, and net promoter score.

Customer Service QA Software Standard Features

Data Capture

a laptop with headphones over a graph

Capturing data from multiple sources and storing it in one fully integrated software for managing experience data to deliver great customer service.

  • Captures all customer survey methods, telephony calls, and quality assurance data
  • Audio capture for customer sentiment
  • Data and audio co-exist in the same database

Analytics

Data Analytics

Agent to call center analysis for assessing and benchmarking performance to identify service and cost improvement opportunities.

  • Preconfigured performance reports and targeted opportunities for improvement
  • Pivot table for customizable analysis
  • VoC Closed-loop process to identify, develop, check, and act on service improvement opportunities

Performance Reporting

Data reporting and charts

Holistic data visualization for agent 360 performance reporting and benchmarking to coach agents for FCR and Csat improvement.

  • Comprehensive data visualization (e.g., FCR, CX, cost, AHT, QA, etc.)
  • 360 agent performance reporting
  • Customizable agent and supervisor dashboard

mySQM™ Customer Service QA Software

Explore our 7-day free demo trial! See how our customer service QA software platform, built for call center supervisors and agents, effectively monitors and makes it easy to understand performance while reducing the time needed to absorb the data to improve FCR and CX.

Companies that have participated in our Call Center Benchmarks Study can use their own data for the demo trial.

Customer Service QA Software Personalized Intelligence™ Features

Customer Quality Assurance

A virtual customer service rep infront of a computer

Combines survey and call compliance data for a holistic view of call quality — the only proven QA approach to improve FCR.

  • Brings VoC into quality assurance
  • Combines customer survey and call compliance data
  • Insights for agent performance, coaching, and training
  • With the help of voice bot-AI, agents can self-coach to improve QA scores and CX

Rewards & Recognition

Credit cards, gifts and a shopping cart

An agent recognition program that awards points that can be converted to cash in real-time to motivate agents to improve Csat, FCR, and provide great CX.

  • Agents earn award points based on customer surveys, peer-to-peer, and QA feedback
  • Use gamification to motivate agents to improve FCR and Csat
  • Points can be redeemed using SQM debit cards, gift cards, etc.

Soft Skills e-Learning

Soft Skills e-Learning

SQM offers virtual, on-demand soft skills e-learning modules that improve FCR and CX soft skills.

  • Self-paced CX soft skills training modules
  • Online training delivered through our software
  • Agent CX performance is assessed using VoC data to validate CX improvement

Gain the Benefits of Our mySQM™ Customer Service QA Software Platform

Software Benefits

Reduce Operating Costs

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

Software Benefits

Reduce Customers at Risk of Defection

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

Software Benefits

Improve Customer Satisfaction

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

Software Benefits

Improve Employee Satisfaction

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

Software Benefits

Increase Opportunities to Sell

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

Software Benefits

Improve Net Promoter Score

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

mySQM™ Customer Service QA Software Drives Immediate Business Impact

Discover Your FCR Operational Savings

Use our ROI calculator to see your call center's potential operational savings for every one percentage point increase in FCR and the great ROI opportunity you have for using our mySQM™ Customer Service QA software. The average payback period is less than 3 months. It only takes a few minutes to complete.

Software ROI Payback in less that 3 Months a man holding a dollar sign

Do You Want To Improve Your Customer Service and Agent Engagement?

Request a Live 30-Minute Demo and Free 7-Day Trial

Use our ROI calculator to see your call center's potential operational savings for every one percentage point increase in FCR and the great ROI opportunity you have for using our mySQM™ Customer Service QA software. The average payback period is less than 3 months. It only takes a few minutes to complete.

a man holding a dollar sign