Who We Are and What We Do
Service Quality Measurement (SQM) Group is a software company specializing in customer service QA management solutions for call center agents. The heart of our services is mySQM™ Customer Service QA software, a SaaS-based subscription platform explicitly built for call center agents.
Since 1996, SQM has been a Call Center First Call Resolution Expert for measuring, benchmarking, tracking, improving customer service, and awarding companies and agents for delivering great customer service. We are passionate about helping call centers and agents improve FCR, provide a great customer experience, and reduce operating costs.
We have two locations based in Coeur d'Alene, Idaho, and Vernon, British Columbia. At the heart of our services is mySQM™ Customer Service QA software, FCR research, best practices consulting, and awarding for FCR performance.
mySQM™ Customer Service QA software combines our standard and personalized intelligence™ software features for a powerful approach to assist agents, supervisors, managers, and analysts in measuring, benchmarking, and improving FCR and customer service.
SQM is the Call Center Industry market leader for thought leadership, benchmarking, improving, and awarding FCR. As a result, over 70% of our clients consistently improve their FCR performance annually. Additionally, at SQM, we are proud to achieve 95% client retention annually consistently.
To help improve call centers and agents, improve FCR, customer service, and lower operating costs, we have written five FCR best practices books and FCR blogs, and case studies.
The Right Partner for Call Centers
Since 1996, SQM has been a leading provider of CXM software. We partner with many of the largest and best call centers in North America to help them deliver great customer and employee experiences using our mySQM™ Customer Service QA software platform.
The SQM Way
The SQM Way establishes a shared understanding of what it means for our employees and customers interacting with us and that delivering great customer service is our top priority. The SQM Way has stood the test of time and is integral to our past, present, and future. We believe that the SQM Way is the path to continued and future success as we develop our company's technology, people, and practices to help improve the lives of our employees, clients' employees, and clients' customer experiences doing business with them.
Our Vision...
To transform our company to a SaaS business model powered by mySQM™ Customer Service QA Software for helping call centers improve their CX.
Our Mission...
Our mission is to help call centers use mySQM™ Customer Service QA solution to improve their FCR, Csat, and cost — one agent at a time.
Our Culture...
Great Customer Service
Delivering great customer service is our company's top priority.
Transformation
We are here to transform ourselves, our company, and our clients for the better.
Integrity
We don't believe the ends justify the means. Do the right thing.
Collaboration
We're capable of so much more when we work together.
Act Like an Owner
Make good investments by treating money as if it was your own.
Results
We set clear goals, measure our success, and fix what doesn't work. We deliver.
Our Values...
- Deliver great customer experiences and satisfaction.
- Foster adaptability, innovation, and risk-taking.
- Promote creative and engaged ambassadors of change.
- Cultivate friendliness, collaboration, and teamwork.
- Continuous improvement of practices.
- Continually learn, develop, and prosper.
- Be transparent, trustworthy, and respectful.
- Hold ourselves accountable for achieving high-performance results.
- Make a positive impact in our community and environment.
- Reward employees who contribute to improving our clients’ customer experiences.
Confidentiality and Security
You can be assured knowing that your data's confidentiality and security are protected according to rigorous industry standards.
We possess SOC 2 Type II platform compliance Service Organization Control (SOC) 2 Report from the American Institute of Certified Public Accountants (AICPA) – an audit of our IT systems by an outside, independent auditor to ensure we have appropriate internal controls in place for our IT infrastructure environment. Our SOC certification is based on two Trust Services Principles: (1) Security, and (2) Confidentiality. Each principle is supported by well-defined and detailed criteria encompassing an organization's infrastructure, software, people, procedures, and data.
FCR Software
SQM is a leading provider of CXM software. Our mySQM™ Customer Service QA Software is powered by a SaaS platform that helps call centers measure, benchmark, track, and improve First Call Resolution. The SaaS subscription platform captures and reports customer experiences, key moments of truth for interaction life cycle, and touchpoints. mySQM™ features Personalized Intelligence™, an automated suite of tools that discovers effective opportunities for FCR improvement within a contact center’s touchpoints. By focusing on individual interactions, as well as providing agent-level insights, Personalized Intelligence™ delivers on SQM's promise to improve customer experience, one individual at a time.
FCR Research
SQM specializes in capturing, analyzing, benchmarking and reporting contact center FCR, CX, and EX. Our research team includes doctorate level researchers, and software engineers to help with any of your survey questions, data capture, and interpretation of results.
FCR Awarding
One of the most prestigious and sought-after call center industry awards in North America, the SQM FCR Awards recognize top-performing organizations and customer service representatives for demonstrating customer experience excellence. With more than 50 different awards – including demonstrated employee experience and corporate social responsibility excellence, the SQM awards recognize performance based on feedback from contact center customers and employees. SQM award winners include American Express, Scotiabank, Canadian Tire Financial Services, Marriott, FedEx, Capital One, AmeriHealth, Security Health Plan, and LoyaltyOne.
Request a Demo
Learn more about mySQM™ Customer Service QA Software and how SQM can help your call center improve its CX delivery.