SQM Group

mySQM™ Customer Service QA Software

mySQM™ customer service QA software empowers, recognizes, and engages agents by providing them real-time CX feedback, quality assurance, coaching, and recognition to deliver great CX.

mySQM™ Customer Service QA Software Built for Call Center Agents

The heart of SQM's Customer Experience Management (CXM) efforts to help our clients deliver great customer service is our mySQM™ Customer Service QA Software powered by a SaaS platform.

Our CXM software brings telephony calls, quality assurance, and post-call survey data into one fully integrated software for managing customer service data.  Our CXM software assists call center agents and managers track, benchmark, and improve FCR, Csat, NPS, quality assurance, costs, and customer service.

Our CXM software captures and reports internal data (e.g., ACD, QA) and external data (e.g., web, email, and phone surveys) for agent accountability, coaching, and recognition. Actionable reports are pushed out to agents and managers in real-time to improve customer service continually.

mySQM Software

Customizable landing page by access level and user

The powerful mySQM™ Customer Service QA Software includes:

Data Capture

Data Capture

Capturing data from multiple sources and storing it in one fully integrated software for manging experience data to deliver great customer service.

Highly Customizable Software

Highly Customizable

Easily customize many features including home page, reporting, data filters, access levels, real-time notifications, and metrics.

Data Analytics

Data Analytics

The software provides data analytics for assessing performance and identifying service and cost improvement opportunities from the agent to the call center level.

Real-Time Notifications

Real-Time Notifications

Can be customized so that you can act quickly to improve FCR. We push out in real-time notifications about world class interactions and service recovery opportunities.

Data Visualization

Data Visualization

SQM software provides comprehensive data visualization reporting from the agent to the call center level.
 

Record Customer Feedback

Recorded Customer Feedback

Listen to the actual voice of the customer from their experience using your call center.
 

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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.

Knowledge Builder

Knowledge Builder

A searchable library of CX Essential soft skills, social styles, and validated best practices from improving and providing great CX.

Essentials Coaching

CX Essentials Coaching

Our software uses VoC survey feedback to provide agent CX performance tracking, and individualized coaching opportunities.

Soft Skils e-Learning

CX Soft Skills e-Learning

Virtual, on-demand and instructor-lead e-learning for CX soft skills modules delivering through our mySQM™ Customer Service QA Software.

Benchmarking and Ranking

Benchmarking & Ranking

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

CQA

Customer Quality Assurance

A holistic approach to call quality monitoring that uses both the voice of the customer and call compliance information.

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mySQM™ Customer Service QA Software Features

Core Standard Features

Data Capture

Capture, store, and access telephony calls, quality assurance, and customer survey data in one fully integrated software system 

Data Analytics

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

Data Visualization

SQM software provides comprehensive data visualization reporting for KPIs such as Csat, FCR, NPS, cost, AHT, and QA from the agent to the call center level

Highly Customizable

Easily customize many features, including dashboard, reporting, data filters, access levels, real-time notifications, and metrics

Real-Time Notifications

Based on post-call surveys results, notifications about world class Csat calls and service recovery opportunities are pushed out to appropriate stakeholders (e.g., agents and managers) in real-time

Recorded Customer Feedback

Listen to the actual voice of the customer feedback (e.g., customer survey and recorded calls) based on end-user experience using your call center

Personalized Intelligence™ Features

Rewards & Recognition

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

CX Essentials Coaching

Our software uses telephony, quality assurance, and survey data to provide agent CX performance and individualized coaching opportunities for improvement

Benchmarking & Ranking

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

Knowledge Builder

A searchable library of CX Essentials soft skills, social styles, and validated best practices for improving FCR and providing great CX

Agent CX Soft Skills e-Learning

Virtual on-demand e-learning for agent and supervisor CX soft skills modules delivered through our mySQM™ Customer Service QA software

Customer Quality Assurance

A holistic approach for conducting quality assurance assessment that uses both the post-call customer survey and call compliance data

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Why Improve Call Center Customer Service?

The Business Case to Invest in Improving CX

The top three reasons why call centers invest in mySQM™ Customer Service QA software to deliver a 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

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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 every one percentage point increase in FCR and the great ROI opportunity you have for using our mySQM™ Customer Service QA software. Our high-value CEM software is specifically built to help call centers improve their customer service and operating costs. Our client's average ROI is 450%, and the payback period is less than 3 months. In addition, it only takes a few minutes to complete.

ROI Calculator ▶

ROI 450%       payback <3 months

mySQM™ ROI Calculator

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