mySQM™ Automated QA Solution
SQM Group is a market leader in providing a total quality assurance solution for transforming call centers to deliver great customer service.
Our total QA solution is a holistic approach that uses five bundled components: CX Behavioral Standards, Agent Self-Training, Agent Self-Coaching, QA & Csat Metrics, Financial Recognition, and mySQM™ QA tool to monitor, motivate, and manage agents to deliver great Csat.
mySQM™ Automated QA Solution uses AI to evaluate 100% of the calls. Our auto QA will reduce QA costs by 50%, which leads to an ROI of 450% and a payback of less than three months.
What differentiates SQM from its competitors is that mySQM™ Automated QA solution uses AI and intellectual property to determine QA score and 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™ Automated QA Solution combines post-call surveys, CX sentiment, 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.
mySQM™ Personalized Intelligence™ is a suite of five features that differentiates from other quality assurance software solutions due to its superior ability to provide:
- Through the use of AI Accurate Quality Assurance QA Score and Prediction of Customer Satisfaction Score for 100% of Calls
- A Predicted QA Customer Satisfaction Score that is Benchmarkable
- AI-Generated Agent Self-Coaching and Training that Empowers them to Improve CX
- Real-time Recognition to Motivate Agents to Deliver Great CX
- Benchmarks, Performance Ranking, Awards, and Certifies Csat, FCR, and QA Scores
- Agent Self-Training and Agent Self-Coaching for CX Soft Skills to Deliver Exceptional Customer Service
4.6
Stars on G2 for mySQM™ QA Solution Reviews
What Differentiates SQM from its Competitors is...
mySQM™ Automated QA is a holistic solution that uses AI 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.
"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™ Automated QA Solution
Standard Features
Auto QA Scoring Standard Feature
Automated QA scoring is captured, stored, and reported using AI and mySQM™ QA software.
Customer Feedback Loop Standard Feature
The customer feedback loop is a process for identifying areas to improve and implementing new practices that will enhance customer service.
Data Visualization Standard Feature
Great data visualization to quickly understand the graphics and reporting from the agent to the call center level. Powerful widget features.
Customizable Dashboard Standard Feature
Our software allows for customizable KPIs, metrics, agent dashboard, reports, data filters, access levels, and real-time notifications.
Real-Time Notifications Standard Feature
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.
Customer Service Reports Standard Feature
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™ Automated 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™ Automated QA Solution
Personalized Features
Rewards & Recognition
Award points based on the agent's survey or QA performance are captured in mySQM™ QA Solution can be redeemed for cash on an SQM debit card.
Agent Self-Coaching
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 & Ranking
QA and predicted QA Csat scores are used to benchmark and rank performance at the agent level, which is captured and reported in the mySQM™ QA solution.
360° QA Feedback
A holistic approach to call quality monitoring that uses post-call surveys, CX sentiment, and call compliance information.
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™ Automated QA Solution 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.
mySQM™ ROI Calculator
Request a mySQM™ Automated QA Demo Video
Learn more about mySQM™ Customer Service QA Software, find out how SQM can help your call center improve customer service and employee experience, and take advantage of the power of Personalized Intelligence™ to improve your Csat.
Reach out today to request a mySQM™ Automated QA Demo Video.
This will give advocates the opportunity to self-coach and learn better ways to improve before their coach or supervisor gets to them.