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About SQM Group - Call Center Customer Service QA Solutions

SQM Group is a market leader in providing a quality assurance solution for call centers to monitor, motivate, and manage agents to deliver great call quality service.

Who We Are and What We Do

Service Quality Measurement (SQM) Group is a market leader in providing a quality assurance solution for call centers to score customer service calls. The heart of our services is mySQM™ Customer Service QA software, a SaaS-based subscription platform explicitly built for call center agents and managers.

Since 1996, SQM has been a leading North American software company specializing in customer service QA management solutions. At SQM, we are also proud to achieve 95% client retention annually consistently. We have offices in Coeur d'Alene, Idaho, and Vernon, British Columbia.

SQM has a successful track record for helping call centers measure, benchmark, track, and improve QA scores and customer service. Furthermore, SQM is the Call Center Industry market leader for thought leadership, benchmarking, improving, and awarding First Call Resolution (FCR). As a result, over 70% of our clients consistently improve their FCR performance annually.

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 compliance adherence, FCR, and customer service.

SQM awards call centers, managers, and agents for delivering great customer service. Our Call Center Customer Service Industry Awards recognize Top-Performing Call Centers and Employees for First Call Resolution, Customer Satisfaction, Employee Satisfaction, and Best Practices. SQM's Awards Program is considered the most prestigious and sought-after North American contact center industry award.

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Products and Services

QA Software

SQM is a leading provider of QA software for call centers. Our mySQM™ Customer Service QA Software is powered by a SaaS platform that helps call centers measure, benchmark, track, and improve FCR, Csat, and mySQM™ QA Scores. mySQM™ Customer Service QA Software solution transforms call center customer service to provide great CX. Our software is a single QA platform for call centers to motivate and manage agents and call centers to deliver high QA results to impact Csat, FCR, and operating costs positively.

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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.

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Csat and FCR Awarding

SQM awards are North America's most prestigious and sought-after call center industry awards for customer service delivery. SQM FCR/Csat Awards recognize top-performing call centers and agents for demonstrating customer experience excellence. We offer more than 50 different awards. The SQM awards recognize performance based on call center customer and employee feedback. SQM award winners include American Express, Scotiabank, Canadian Tire Financial Services, Marriott, FedEx, Capital One, AmeriHealth, Security Health Plan, Blue Cross Blue Shield, and VSP.

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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.

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Our Vision...

To be the Best QA Solution to Monitor, Motivate, and Manage Agents to Deliver Great CX.

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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.

We are here to transform ourselves, our company, and our clients for the better.

We don't believe the ends justify the means. Do the right thing.

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.

We set clear goals, measure our success, and fix what doesn't work. We deliver.

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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.

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