Higher CSAT & Lower Costs GenAI-Powered QA & CX Analytics Solution that Delivers Great CX
SQM is a call center quality assurance specialist that helps companies achieve higher customer satisfaction, employee satisfaction, first call resolution, and lower operating cost performance.
Trusted by the Best Companies
For Call Centers
#1 Ranked QA Tool on
G2 for User CSat
SQM's Auto QA
4.6
Stars on G2 for my.SQM™ Auto QA Tool Reviews
Our Story
Since 1996, SQM Group has been a recognized leader specializing in call center quality assurance and customer experience analytics.
Our mySQM™ automated QA solution is ranked as the #1 QA Tool on G2 reviews for user satisfaction across the Americas.
What sets SQM apart from its competition is our mySQM™ Auto QA & CX analytics solution, powered by proprietary technology that:
- Evaluates up to 100% of customer interactions using GenAI.
- Accurately measures and benchmarks QA metrics against top call centers.
- Predicts customer satisfaction for every call with up to 95% accuracy.
Furthermore, SQM’s auto QA is more accurate and fair for evaluating agent CX delivery than surveys and traditional QA.
The Business Case for my.SQM™ Auto QA/CX Analytics Solution
Our my.SQM™ Auto QA/CX analytics tool delivers a financial ROI of up to 600% while achieving higher CSAT and FCR and lowering operational costs.
Case studies show that implementing my.SQM™ QA/CX analytics solution has helped businesses:
Personalized Agent Dashboards
Customer satisfaction, first call resolution, mySQM™ QA Score benchmarking, and ranking data are captured and reported in real-time through mySQM™ QA personalized agent dashboards.
Great agent and supervisor performance is awarded and certified.
Post-Call Customer Satisfaction Prediction QA Model: A Game-Changer
Proprietary Post-Call Customer Satisfaction Prediction QA Model Based on GenAI and Statistical Relationship Analysis to Predict Agent CSat Score Derived from a QA Evaluation.
Auto & Manual QA Scoring
mySQM™ QA uses auto-scoring to determine QA and predict customer satisfaction benchmarkable scores for 100% of evaluated calls.
mySQM™ QA uses automated and manual call center QA methods to capture, analyze, and report on call quality for:
- Customer service,
- Call compliance, and
- Meta data
The CX sentiment, compliance, meta, and benchmark data insights help transform your QA program to provide great CX, lower costs, protect the business, and predict CSat.
Real-time Recognition to Motivate Agents
Through mySQM™ QA, agents receive award points based on post-call surveys and QA performance to motivate them to deliver great CX. Award points earned are captured in real-time, converted to dollars, and redeemed using an SQM debit card to financially recognize excellent performance.
AI-Generated Agent Self-Coaching
mySQM™ Agent Self-Coaching uses AI-generated personalized suggestions to empower and enable them to improve their Csat and QA performance.
Agent Self-Coaching allows them to take ownership of their performance.
my.SQM™ Auto QA ROI Calculator
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Automate QA to Improve Csat and Reduce Costs to Score
my.SQM™ automated QA tool can lead to an ROI of up to 600%, improve customer satisfaction scores, and reduce repeat calls by up to 10%.
Increased Efficiency: Call centers with effective QA practices achieve a 5-15% higher FCR rate, resulting in fewer callbacks and, on average, operational savings of $286,000 for every 1% improvement in FCR. With every 1% improvement in FCR, customer satisfaction rates improve 1%.