SQM Group

Leading Customer Service QA Platform for Call Centers

Reduce cost, improve agent engagement, and deliver great customer experience.

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mySQM™ Customer Service QA Software is a Single Platform for Call Centers to Deliver Great CX and Lower Costs

mySQM™ Customer Service QA Software is a single platform for call centers to deliver great CX and lower costs. mySQM™ empowers and engages agents with real-time CX feedback, quality assurance, coaching, and recognition to deliver great CX. In addition, real-time, actionable reports (e.g., great CX delivery and service recovery opportunities) are pushed out to agents and managers.

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

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

Customer Service QA Software Standard Features

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

Capturing Button

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

Datal Analytics


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

Analyzing Button

  • 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

Data reporting and charts


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

Reporting Button

  • 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

Speak with one of our experts to see how our software platform, built specifically for call centers, can help your organization reduce operating costs and improve FCR.

Customer Service QA Software Personalized Intelligence™ Features

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​

Coaching button

  • Brings VoC into quality assurance
  • Combines customer survey and call compliance data
  • Insights for agent performance, coaching and training

Credit cards, gifts and a shopping cart


Recognition program that awards points to motivate agents to improve FCR and provide great CX

Motivating button

  • Agents earn award points based on customer survey, 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 ELearning


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

Training button

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

The Business Impact
of Improving FCR

The six benefits why call centers invest in mySQM™ Customer Service QA software to deliver a great customer service are to:

  • Reduce your operating costs,
  • Reduce customer defections,
  • Improve customer satisfaction,
  • Improve employee satisfaction,
  • Increase cross-selling acceptance rate and,
  • Increase transactional Net Promoter Score®
Software Benefits

mySQM­™ Customer Service QA Software Drives Immediate Business Impact

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.

ROI Calculator
Software ROI Payback in less that 3 Months

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

Learn how mySQM™ Customer Service QA software can help improve customer service by increasing employee engagement, one agent at a time.

Software Demo