mySQM™ Customer Service QA Software Demo Trial
Explore our 7-day free demo trial! See how our customer service QA software platform, built for call center supervisors and agents, effectively monitors and makes it easy to understand performance while reducing the time needed to absorb the data to improve CX.
For call centers that have participated in an SQM Benchmarking Study, they will have the opportunity to get a free trial with mySQM™ Customer Service QA software using their own data.
SQM Group is a software company specializing in customer service management for the call center industry. For our mySQM™ Customer Service QA software, our client's average ROI is 450%, and the payback period is less than 3 months.
See what our customers say about mySQM™ Customer Service QA Software
Rated 4.8 out of 5 based on reviews and ratings on G2
Software Reviews
"Resolutionary!"
Verified User in Insurance
(51 - 1000 emp.)
"User-friendly interface, strong service team!"
I've worked with several CX research supplies and would say that the mySQM tool is the best I've worked with so far. Dashboards are easy to setup and customize and it is also quite easy to setup data exports. The team at SQM has been flexible and great to work with.
Verified User in Health and Wellness
(> 1000 emp.)
"Valuable information everyday!"
The widgets are great for quick results and knowing how to start your day with your team. We can see the feedback and hear the input of our customers. The reporting can break down by different levels and metrics. Great way to benchmark your performance and see trends and opportunities.
Verified User in Healthcare
(51 - 1000 emp.)
mySQM™ Customer Service QA Software — Built for Call Centers
Standard Features
DATA CAPTURE
Capture, store, and access customer and employee survey data from any survey methodology or internal data source which brings everything into a single platform
- Captures all customer and employee survey methods and internal data
- Audio capture for customer sentiment
- Data and audio co-exists in the same database
ANALYTICS
Agent to call center analysis for assessing and benchmarking performance to identify service and cost improvement opportunities
- Preconfigured performance reports and targeted opportunities for improvement
- Pivot table for customizable analysis
- VoC Closed-loop process to identify, develop, check and act on service improvement opportunities
PERFORMANCE
Holistic data visualization for agent 360 performance reporting and benchmarking to coach agent for FCR and Csat improvement
- Comprehensive data visualization (e.g., FCR, CX, cost, AHT, QA, etc.)
- 360 agent performance reporting
- Customizable agent and supervisor dashboard
Learn More About mySQM™ Customer Service QA Software
Personalized Intelligence™ Features
CUSTOMER QUALITY ASSURANCE
Combines survey and call compliance data for a holistic view of call quality – the only proven QA approach to improve FCR
- Brings VoC into quality assurance
- Combines customer survey and call compliance data
- Insights for agent performance, coaching and training
REWARDS & RECOGNITION
Recognition program that awards points to motivate agents to improve FCR and provide great CX
- Agents earn award points based on customer survey, peer-to-peer, and QA feedback
- Use gamification to motivate agents to improve FCR and Csat
- Points can be redeemed using SQM debit cards, gift cards, etc.
SOFT SKILLS e-LEARNING
SQM offers virtual, on-demand soft skills e-learning modules that improve FCR and CX soft skills
- Self-paced CX soft skills training modules
- Online training delivered through our software
- Agent CX performance assessed using VoC data to validate CX improvement
This will give advocates the opportunity to self-coach and learn better ways to improve before their coach or supervisor gets to them.