What We Do
Since 1996, the Service Quality Measurement (SQM) Group has been a recognized leader specializing in call center quality assurance (QA) and customer experience (CX) analytics, and QA/CX benchmark reporting.
Our mySQM™ automated QA solution is the #1 ranked QA Tool on G2 reviews for user customer satisfaction in the Americas market.
We leverage best-in-breed technologies, including artificial intelligence (AI), large language models (LLM), and natural language processing (NLP).
Our QA customer experience technology uses GenAI, LLM, and NLP to provide advanced analytics, benchmarking reporting, predictive CSat insights, agent certification, and automated actions based on customer feedback.
What sets SQM apart from its competition is our mySQM™ Auto QA-CXM solution, powered by proprietary technology that:
- Evaluates up to 100% of customer interactions using GenAI.
- Accurately measures and benchmarks QA metrics against other call centers.
- Predicts customer satisfaction for every call with up to 95% accuracy.
- Conducts post-call conversational AI surveys to complement QA insights.
- Provides agents with self-coaching and self-training tools to empower them.
- Offers agents with real-time financial recognition to motivate them.
Combining these innovative features, we help call centers monitor, motivate, and manage agents, driving exceptional customer satisfaction and operational excellence.
Who We Are
The leadership team consists of highly educated, seasoned professionals passionate about helping call center employees at all levels improve QA, customer satisfaction, first call resolution, reduce costs, and provide great customer experience.
Our SQM employees are scientists, engineers, business and thought leaders, people who boast extensive experience as subject-matter experts in measuring, benchmarking, and improving customer satisfaction and adherence to call compliance.
Our Services
QA Solution
Our automated QA solution monitors, analyzes, and scores interactions between agents and customers with precision and efficiency. We leverage GenAI to analyze 100% of customer conversations effortlessly, delivering precise QA scores and predictive, benchmarkable customer satisfaction insights.
Research
SQM specializes in capturing, analyzing, benchmarking, and reporting contact center FCR, CSat, QA, and employee experience metrics. Our research team includes doctorate-level researchers and software engineers to help with any of your survey questions, data capture, and interpretation of results.
CSat and Awarding
SQM awards are North America's most prestigious and sought-after call center industry awards for customer service delivery. SQM FCR/CSat Awards and Certifies top-performing call centers and agents for demonstrating customer experience excellence. We offer more than 50 different awards.
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 be the Best QA Solution to Monitor, Motivate, and Manage Agents to Deliver Great CX.
Our Mission...
To help call centers use mySQM™ QA solution to improve their customer and employee experiences — 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 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.
Request a my.SQM™ Automated QA Demo Video
Learn more about mySQM™ Auto QA Tool and find out how SQM can help your call center improve customer satisfaction and reduce cost to score.