SQM Group - A Call Center QA Analytics Solutions Provider
The Best QA Solution Vendor to Monitor, Motivate, and Manage Agents to Deliver Great Customer Satisfaction
Trusted by the Best Companies
We have been working with SQM for decades — mySQM™ QA has great data mining and agent performance CX improvement opportunity capabilities.
mySQM™ QA helps us to be more holistic in our CX approach — resulting in over 20 years of world-class CX delivery.
mySQM™ QA software is fantastic — there is an SQM debit card feature that we use to immediately recognize agents with dollars for delivering great CX.
mySQM™ QA has helped us improve CX — by being able to see the opportunities that come from customer's feedback.
4.6
Stars on G2 for mySQM™ QA Software Reviews
What Differentiates SQM from its Competitors is...
mySQM™ QA solution uses AI and intellectual property to predict benchmarkable customer satisfaction for every call. It also provides agents with self-coaching and real-time financial recognition features for calls evaluated to help improve and motivate agents to deliver a great CX.
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.
Automate Your QA Program
Our mySQM™ QA 360° approach captures and combines three data sources:
- CX post-call surveys,
- Call handling, and
- Call compliance data
mySQM™ QA uses a single platform for call centers to capture and automate scoring. The call handling, compliance, 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.
Do You Want to Improve your Customer Satisfaction?
Request a mySQM™ Customer Service QA Demo Video
Learn about SQM's agent… Csat prediction model, which is based on standardized metrics, AI, and regression analysis to predict customer satisfaction derived from a QA evaluation. Our Csat prediction model provides a high statistical correlation, translating to a 95% success rate in predicting agent Csat in most cases.
