SQM’s Auto QA evaluates 100% of customer interactions, delivering AI-powered QA scores, predicted CSAT, and actionable CX and compliance insights—all fully benchmarkable against industry leaders. Coaching impact: faster feedback loops with a proven track record of lower costs and higher CSAT and FCR.
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For Call Centers
#1 Ranked QA Tool on
G2 for User CSAT
Predict Agent CSAT and achieve up to 95% accuracy, which closely mirrors actual survey results. SQM’s Post-call CSAT prediction QA model is a game-changer!
Benchmark your QA performance and Predicted QA CSAT™ against 500 enterprise level call centers. With 100% call analysis, our automated QA/CX solution provides deep insights to drive continuous CX improvement.
Optimize agent performance with self-coaching, self-training, targeted CX improvement opportunities, and real-time financial recognition—all designed to monitor, motivate, and manage agents for exceptional CSAT success.
Our Auto QA Tool delivers up to 600% ROI by increasing CSAT and FCR while reducing QA operating costs and achieving higher QA coverage.
Learn more about the business case for using SQM’s Auto QA solution.
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.
Proprietary Post-Call Customer Satisfaction Prediction QA Model Based on GenAI and Statistical Relationship Analysis to Predict Agent CSAT Score Derived from a QA Evaluation.
By plotting “what matters most” against “how we’re doing today,” the graph quickly highlights the biggest gap opportunities. And as a result, agents know exactly what to work on next, managers can coach with clarity, and teams can drive measurable CSAT gains more efficiently.
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.
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.
Through mySQM™ QA, agents receive award points based on post-call surveys and QA performance to motivate them to deliver great CX. Award points earned are captured in real-time, converted to dollars, and redeemed using an SQM debit card to financially recognize excellent performance.
mySQM™ Agent Self-Coaching uses AI-generated personalized suggestions to empower and enable them to improve their CSAT and QA performance.
Agent Self-Coaching allows them to take ownership of their performance.
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
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.
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
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.
my.SQM™ Auto QA ROI Calculator
Discover Your Savings in Minutes
my.SQM™ 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%.
Sign up to see if your company qualifies for a FREE Contact Center Auto QA Trial (Valued at $75k)
