SQM Group

mySQM™ - Customer Service QA Software

Our mySQM™ customer service QA software is built for call center agents to provide them with real-time feedback, quality assurance, coaching, and recognition to deliver great CX.

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mySQM™ Customer Service QA Software Built for Call Center Agents

About mySQM™ Customer Service QA Software

mySQM™ customer service QA software empowers, recognizes, and engages agents by providing them real-time feedback, quality assurance, coaching, and recognition to deliver great CX. In addition, real-time, actionable reports (e.g., great CX delivery, service recovery opportunities) are pushed out to agents and managers.

Our software captures data from multiple sources and stores it in one fully integrated software platform for managing CX data to deliver great customer service. For example, mySQM™ captures internal data (e.g., ACD, call list, QA) and external data (e.g., web, email, IVR, and phone surveys) for agent dashboard reporting, accountability, coaching, and recognition.

Furthermore, our software is built to assist call centers in measuring, benchmarking, and improving First Call Resolution and customer service from the agent to the call center level.

 
mySQM Customer Service QA Software ▶

Customer Service Software Standard Features

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DATA CAPTURE


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

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

PERFORMANCE


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​

Customer Experience Software Personalized Intelligence™ Features

A virtual customer service rep infront of a computer

CUSTOMER QUALITY ASSURANCE


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

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REWARDS & RECOGNITION


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

SOFT SKILLS e-LEARNING


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®

 
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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