AUTO QUALITY ASSURANCE PROCESS
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For Call Centers
#1 Ranked QA Tool on
G2 for User CSAT
4.6
Stars on G2 for SQM Auto QA Tool Reviews
What differentiates automated QA from competitors?
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Predict customer satisfaction (CSAT) for every call with up to 95% prediction accuracy using Predicted QA CSAT™. SQM’s Post-call CSAT prediction QA model is a game-changer!
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Benchmark your QA performance and Predicted QA CSAT™ against top-performing call centers. With 100% call analysis, our automated QA/CX solution provides deep insights to drive continuous CX improvement.
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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.
The Business Case for Auto QA/CX Analytics Solution
Our Auto QA/CX analytics tool delivers a financial ROI of up to 600% while achieving higher CSAT and FCR and lowering operational costs.
Case studies show that implementing QA/CX analytics solution has helped businesses:
Personalized Agent Dashboards
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.
Post-Call Customer Satisfaction Prediction QA Model: A Game-Changer
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.
CSAT Prediction QA Model
Quality Assurance Evaluation Methods
Automated call center QA uses software and artificial intelligence (AI) to analyze and evaluate up to 100% of customer interactions. SQM offers an auto QA solution that benchmarks QA and CSAT Scores.
Manual call center QA involves human evaluators, often quality assurance evaluators or supervisors, who listen to recorded calls or monitor live interactions to assess agent performance against your predefined criteria. SQM offers a manual QA solution or a blend of the two methods.
Auto & Manual QA Scoring
mySQM™ QA uses AI-based call scoring to determine QA and predict customer satisfaction benchmarkable scores for 100% of evaluated calls.
mySQM™ QA uses automated and manual call center QA methods to capture, analyze, and report on call quality for:
- Customer service,
- Call compliance, and
- Meta data
The CX sentiment, compliance, meta, and benchmark data insights help transform your QA program to provide great CX, lower costs, protect the business, and predict CSAT.
Quality Assurance Scorecard Form
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.
Quality Assurance Agent Rankings
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.
Personalized Intelligence™ Features Overview
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
Automate QA to Improve CSAT and Reduce Costs to Score
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%.
Request a my.SQM™ Automated QA Demo Video
Learn more about mySQM™ Auto QA Tool and find out how SQM can help your call center improve customer satisfaction and reduce cost to score.