mySQM™ Customer Service QA Software
SQM Group is a market leader in providing a quality assurance solution for transforming call centers to deliver great customer service. mySQM™ QA is a single QA platform for call centers to monitor, motivate, and manage to improve your agent and customer experience while reducing QA costs by 50%, which leads to an ROI of 450% and a payback of less than 3 months.
What differentiates SQM from its competitors is that mySQM™ QA solution uses AI and intellectual property to predict benchmarkable customer satisfaction for every call. It also provides agent self-coaching and near real-time agent financial recognition features for every call evaluated to help agents improve and motivate them to deliver a great customer experience for all calls.
mySQM™ QA Software combines post-call surveys, call handling, and compliance data into a single QA software platform. Combining these data sources gives call centers a holistic and transparent score for your most important metrics, such as Csat, FCR, call resolution, AHT, call compliance, and mySQM™ QA score. It is important to emphasize that mySQM™ QA score is a leading predictor of a customer satisfaction score.
mySQM™ Personalized Intelligence™, is a suite of five features that differentiates from other quality assurance software solutions due to its superior ability to provide:
- Accurate Predicted QA Customer Satisfaction Score that is Benchmarkable
- A 360° QA Platform that Ensures Call Compliance and Transforms CX
- AI-Generated Agent Self-Coaching that Empowers them to Improve CX
- Real-time Recognition to Motivate Agents to Deliver Great CX
- Benchmarks, Ranking, Awards, and Certifies Csat, FCR, and QA
- Agent Self-Training for CX Soft Skills to Deliver Exceptional Customer Service
4.6
Stars on G2 for mySQM™ QA Software Reviews
What Differentiates SQM from its Competitors is...
mySQM™ QA solution uses AI and intellectual property to predict benchmarkable customer satisfaction for every call. It also provides agents with self-coaching and real-time financial recognition features for calls evaluated to help improve and motivate agents to deliver a great CX.
"Resolutionary!"
"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.
"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.
mySQM™ Customer Service QA Software
Standard Features
![Data Capture Data Capture](/images/CentralizedData.jpg)
Performance feedback captures data from multi-raters (e.g., customers, QA evaluators, and artificial intelligence) and stores it in one software platform.
![Data Analytics Data Analytics](/images/ExportableData.jpg)
The customer feedback loop is a process for identifying areas to improve and implementing new practices that will enhance customer service.
![Data Visualization Data Visualization](/images/FlexibleReporting.jpg)
Great data visualization to quickly understand the graphics and reporting from the agent to the call center level. Powerful widget features.
![Highly Customizable Software Highly Customizable Software](/images/CustomizableSoftware.jpg)
Our software allows for customizable KPIs, metrics, agent dashboard, reports, data filters, access levels, and real-time notifications.
![Real-Time Notifications Real-Time Notifications](/images/RealTimeNotifications.jpg)
Pushes real-time notifications about world-class interactions and service recovery opportunities, which can be customized so that you can act quickly to improve FCR and CX.
![Recorded Customer Feedback](/images/RecordCustomerFeedBack.jpg)
Customer service reports to help discover emerging trends and monitor and optimize CX by providing the right agent coaching and training based on CX tracking and benchmarking report insights.
Request a mySQM™ Customer Service QA Demo Video
Learn about SQM's agent… Csat prediction model, which is based on standardized metrics, AI, and regression analysis to predict customer satisfaction derived from a QA evaluation. Our Csat prediction model provides a high statistical correlation, translating to a 95% success rate in predicting agent Csat in most cases.
mySQM™ Customer Service QA Software
Personalized Features
![Rewards and Recognition Rewards and Recognition](/images/RewardsRecognitionPIGraphic.jpg)
Award points based on agents VoC performance that is captured in mySQM™ Customer Service QA Software and can be redeemed for cash on an SQM debit card.
![Agent Self Coaching Agent Self Coaching](/images/EssentialsCoachingPIGraphic.jpg)
With the help of AI, our software uses post-call surveys, qualitative feedback, telephony, and QA data to identify coaching opportunities, which are displayed on the dashboard so that agents can self-coach to improve QA scores and CX.
![CX Benchmarking and Ranking CX Benchmarking and Ranking](/images/BenchmarkingPiGraphic.jpg)
Predicted QA Csat and QA score benchmarking and ranking data at the agent level is captured and reported in real-time through mySQM™ Customer Service QA software.
![CQA CQA](/images/CQAGraphic.jpg)
A holistic approach to call quality monitoring that uses AI, post-call surveys, and call compliance information.
![Agent Self Training Agent Self Training](/images/ASTGraphic.webp)
On-demand online agent self-CX soft skills training delivered through our mySQM™ QA software. Agents independently enhance their CX skills without structured training programs.
mySQM™ Customer Service QA Software Features
Core Standard Features
Personalized Intelligence™ Features
Why Improve Call Center Customer Service QA?
The Business Case to Invest in Improving CX
The top three reasons why call centers invest in mySQM™ Customer Service QA software to deliver great customer service are to:
Customer Retention
95% of customers will continue to do business with the organization as a result of achieving FCR
Customer Satisfaction
For every 1% Improvement in FCR there is a 1% improvement in Csat
Operating Costs
For every 1% improvement in FCR you reduce your operating costs by 1%
Do you know how much operational cost you could be saving?
Use our ROI calculator to see your call center's potential operational savings for each percentage point increase in FCR and the great ROI opportunity you have by using mySQM™ Customer Service QA software. Our high-value QA software is specifically built to help call centers improve their customer service and operating costs. Our clients' average ROI is 450% with a payback period of fewer than 3 months.
![ROI 450%](/images/ROI450.png)
![payback <3 months](/images/payback3Months.png)
This will give advocates the opportunity to self-coach and learn better ways to improve before their coach or supervisor gets to them.