SQM Group - Call Center QA Specialist

Post-Contact CSAT Prediction:
A Game-Changer for QA

SQM’s AI-powered QA solution predicts CSAT for 100% of customer calls, achieving up to 95% accuracy, mirroring actual post-contact surveys. The CSAT scores enable reliable CSAT insights without the need for surveys and are benchmarked against 500+ leading companies. 

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AUTO QUALITY ASSURANCE PROCESS

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Customer-Centric Auto QA

Our Auto QA service utilizes AI to evaluate every interaction based on how a customer would rate it, measuring resolution, empathy, professionalism, and overall satisfaction with the experience. It mirrors the customer’s perspective to deliver quality insights that align closely with actual satisfaction.

Auto QA for Phone Calls

Automatically evaluates 100% of phone interactions using AI to measure live agent or virtual agent performance, customer experience, and compliance. Delivers real-time insights on call resolution, empathy, script adherence, and predictive CSAT—without the need for manual reviews.

Auto QA for Chatbot or Live Chat

Automatically evaluates 100% of chatbots or live chat interactions to assess agent performance, response accuracy, professionalism, and resolution effectiveness. AI-driven scoring identifies coaching opportunities and compliance risks and predicts customer satisfaction—without the need for manual reviews.

Auto QA for Emails

Uses AI to automatically evaluate 100% of customer emails for tone, clarity, accuracy, compliance, and predict CSAT. Scores every interaction against our QA standards and provides real-time insights to improve agent performance and customer satisfaction—without the need for manual reviews.

Contact Center Agent

To assess agent QA performance for customer experience delivery and call compliance adherence, we utilize an auto QA approach that is based on GenAI and SQM’s proprietary auto QA model, which determines QA scores and predicts customer satisfaction for up to 100% of calls handled by the live agent or virtual agent.

Automated QA Workflows

QA workflows involve interactions between systems, platforms, and customer-facing channels. External QA workflows automatically pull and evaluate interaction data (voice, chat, email) from your contact center platforms (e.g., Genesys, NICE, Verint, Salesforce), then score it using AI-based algorithms that assess resolution, empathy, compliance, and predict CSAT. We have partnered with Mulesoft to assist us in providing automated API QA workflows.

Call Recording Transcriptions

SQM’s in-house speech recognition technology is designed for contact center environments, enabling high-accuracy transcription, diarization, and redaction of call recordings to determine accurate QA scores and helps predict CSAT scores with up to 95% accuracy.

Up to 100% Auto QA Scoring

Our auto QA solution automatically evaluates interactions using AI across voice, chat, and email contact channels. Unlike manual QA sampling, which typically reviews less than 2% of interactions, our QA system can score 100% of interactions (or a selected percentage) based on standardized and customized QA rubrics, as well as the use of GenAI.

Agent Self-Coaching Service

The Agent Self-Coaching service empowers frontline agents to improve their performance by providing them with direct access to their own Auto QA scores, call recordings, and GenAI-generated personalized feedback improvement suggestions to enhance their CSAT. There is less reliance on supervisor coaching.

CX/Compliance Benchmarks & CSAT Predictions

SQM’s platform provides powerful CX and compliance benchmarks, alongside AI-driven CSAT predictions, to help organizations improve customer satisfaction and adherence to call compliance. Your contact center can benchmark its CSAT, CX, and compliance metrics against those of other industries and world-class CX-performing companies.

QA Root Cause Analysis

QA Root Cause Analysis identifies the underlying reasons behind poor quality scores, customer dissatisfaction, or compliance issues in contact center interactions. By analyzing patterns across Auto QA data, such as failed resolution, low empathy, or missed disclosures, contact centers can move beyond surface-level symptoms to uncover systemic problems.

Agent QA-CX Recognition

The Agent QA-CX Recognition program rewards frontline agents for delivering an exceptional customer experience based on Auto QA scoring and predictive CSAT results. Using near real-time data, high-performing agents receive financial recognition tied to measurable CX excellence, including metrics such as QA score, CSAT, call resolution, and compliance.

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For Call Centers

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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 Auto QA/CX Analytics Solution

Our 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 QA/CX analytics solution has helped businesses:

personalized agent dashboard

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.

quality assurance dashboard

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.

quality assurance dashboard

Auto & Manual QA Scoring

mySQM™ QA uses AI-based call 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:

  1. Customer service,
  2. Call compliance, and
  3. 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.

call center agent reciving rewards

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 self-coaching dashboard

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.

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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%.