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mySQM™ Auto QA Solution

We leverage AI to analyze 100% of customer conversations effortlessly, delivering precise QA scores and predictive, benchmarkable customer satisfaction insights.

For Call Centers

#1 Ranked QA Tool on
G2 for User CSat

mySQM™ Auto QA Demo Video Request

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Stars on G2 for mySQM™ Auto QA Tool Reviews

What Differentiates SQM from its Competitors is...

mySQM™ Automated QA-CXM Solution uses proprietary technology and intellectual property to determine QA scores and predict benchmarkable customer satisfaction for every call. mySQM™ QA also provides agents with self-coaching, self-training, and real-time financial recognition features for calls evaluated to help monitor, motivate, and manage agents to deliver great customer satisfaction.

personalized agent dashboard

Personalized Agent Dashboards

Customizable Dashboards allow you to customize KPIs, metrics, agent dashboards, reports, data filters, access levels, and real-time notifications to meet your needs.

Personalized Agent Dashboards for Customer satisfaction and mySQM™ QA Score tracking, benchmarking, and ranking data are captured and reported in real-time through mySQM™ QA software.

quality assurance dashboard

Post-Call Customer Satisfaction Prediction Model: A Game-Changer

Proprietary Post-Call Customer Satisfaction Prediction Model Based on AI and Regression Analysis to Predict Agent CSat Score Derived from a QA Evaluation.

quality assurance dashboard

Quality Assurance Evaluation Methods

Automated call center QA uses software and artificial intelligence (AI) to analyze and evaluate up to 100% of customer interactions. SQM offers an auto QA solution that benchmarks QA and CSat Scores.

Manual call center QA involves human evaluators, often quality assurance evaluators or supervisors, who listen to recorded calls or monitor live interactions to assess agent performance against your predefined criteria. SQM offers a manual QA solution or a blend of the two methods.

personalized agent dashboard

Quality Assurance Scorecard Form

QA Scorecards use standardized and customizable evaluation forms to score interactions based on customer service and call compliance metrics. QA scorecard form uses automated and manual methods.

Scorecard Forms are easy to set up. The form provides 10 rating scale options, weighting of metrics, category tiers, a customizable layout, and notification for agent excellent and unacceptable QA scores.

quality assurance dashboard

Quality Assurance Agent Rankings

Ranking agents based on QA scores offers a clear view of individual performance. This transparency helps identify top performers and those needing improvement, creating a merit-based environment that can motivate agents to perform better.

By consistently reporting and acting on QA rankings, call centers can create a culture of continuous improvement, ultimately driving better performance and customer outcomes.

Personalized Intelligence™ Features Overview

Rewards and Recognition Rewards & Recognition

Agents are recognized for delivering great customer service by receiving award points. The award points are based on an agent's customer service performance (e.g., CSat and QA), using QA evaluations captured in the mySQM™ QA tool and converted to dollars that can be redeemed at most retailers using an SQM debit card.

CX Benchmarking and Ranking CX Benchmarking and Ranking

Predicted QA CSat and QA score benchmarking and ranking data at the agent level is captured and reported in real-time through mySQM™ QA analytics solution. As a result, many agents improve their FCR and CSat performance by up to 10% when they start benchmarking and ranking agent performance.

CX Benchmarking and Ranking Agent Self-Coaching

Agent coaching has never been easier or more effective due to AI insights that help agents self-coach to deliver great CSat and QA performance. Our mySQM™ QA tool uses post-call surveys and QA evaluation insights to provide individualized coaching opportunities.

Agent Self Training Agent Self-Training

With the help of AI, agent self-CX soft skills training is delivered through our mySQM™ QA solution. Agents independently enhance their CX skills by using quizzes and role-playing.

mySQM™ Auto QA ROI Calculator

Discover Your Savings in Minutes

Automate QA to Improve Csat and Reduce Costs to Score

mySQM™ 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%.