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mySQM™ Customer Service QA Software

The Best QA Solution to Monitor, Motivate, and Manage Agents to Deliver Great CX

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 opportunities 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™ QA personalized intelligence is a suite of features that differentiates from other quality assurance software solutions due to its superior ability to provide:

  • Accurate Prediction of Customer Satisfaction 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

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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 opportunities for calls evaluated to help improve and motivate agents to deliver a great CX..

"Resolutionary!"

This will give advocates the opportunity to self-coach and learn better ways to improve before their coach or supervisor gets to them.

"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 Multi-rater Feedback Standard Feature

Performance feedback captures data from multi-raters (e.g., customers, QA evaluators, and artificial intelligence) and stores it in one software platform.

Data Analytics 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 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.

Highly Customizable Software 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 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.

Recorded Customer Feedback 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™ 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 & Recognition

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

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.

Benchmarking and Ranking Benchmarking & Ranking

CX and QA benchmarking and ranking data at the agent level is captured and reported in real-time through mySQM™ Customer Service QA software.

CQA 360° QA Feedback

A holistic approach to call quality monitoring that uses post-call surveys, QA, and call compliance information.

mySQM™ Customer Service QA Software Features

Core Standard Features

Performance feedback captures and stores customer surveys, call compliance, and artificial intelligence data in one fully integrated software system to evaluate agent performance and coaching.
VoC closed-loop process and tools (e.g., pivot table, KPIs, and reports) to identify, develop, check and act on FCR and customer service improvement opportunities.
SQM software provides comprehensive data visualization (e.g., user-friendly graphs and tables) reporting for KPIs such as Csat, FCR, NPS, cost, AHT, and QA from the agent to the call center level. Powerful widget features.
Easily customize agent and supervisor dashboards, reporting, data filters, access levels, real-time notifications, KPIs, and metrics to provide real-time CX data quickly to action.
Based on post-call survey results, real-time notifications about world-class Csat calls, service recovery opportunities, and call handling critical errors are pushed out to appropriate stakeholders (e.g., agents and managers).
Customer service reports to spot emerging trends and monitor agents to the call center level for customer service QA performance. CX tracking and benchmarking reports to provide meaningful data for action.

Personalized Intelligence™ Features

Award points based on agent CX performance that is captured in mySQM™ software and can be redeemed using an SQM debit card, gift cards, corporate merchandise, etc.
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 data is captured and reported in real-time through mySQM™ Customer Service QA software at the agent to the call center level.
A holistic approach for conducting quality assurance assessment that uses post-call customer surveys, QA, and call compliance data.

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

Improve Customer Retention

Customer Satisfaction

For every 1% Improvement in FCR there is a 1% improvement in Csat

Improve Customer Satisfaction

Operating Costs

For every 1% improvement in FCR you reduce your operating costs by 1%

Reduce Operating Costs

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%       payback <3 months

mySQM™ ROI Calculator

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