SQM Group

mySQM™ Customer Service QA Software Demo

SQM Group is a software company specializing in customer service management for the call center industry. For our mySQM™ Customer Service QA software, our client's average ROI is 450%, and the payback period is less than 3 months.

The heart of SQM's call center customer service is mySQM™ software which is powered by our SaaS subscription platform. The combination of standard and Personalized Intelligence™ features is a powerful approach to assist agents, supervisors, analysts, and business managers in improving their FCR and customer service.

 

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  • 407 ETR
  • American Express
  • Arizona Public Service
  • BC Hydro
  • BCAA
  • Connecticare
  • Enbridge
  • evicore
  • Genworth
  • Jackson National Life
  • LoyaltyOne
  • medsolutions
  • Perform Rx
  • Petro Canada
  • Rogers
  • Scotiabank
  • Telus
  • Vancity
  • VSP Vision Care
  • XploreNet
  • 407 ETR
  • American Express
  • Arizona Public Service
  • BC Hydro
  • BCAA
  • Connecticare
  • Enbridge
  • evicore
  • Genworth
  • Jackson National Life
  • LoyaltyOne
  • medsolutions
  • Perform Rx
  • Petro Canada
  • Rogers
  • Scotiabank
  • Telus
  • Vancity
  • VSP Vision Care
  • XploreNet

See why these customers love mySQM™ Customer Service QA Software

Business Case

mySQM™ FCR Insights Customer Service
Management Software Built for Call Centers

Standard Features

a laptop with headphones over a graph

DATA CAPTURE


Capture, store, and access customer and employee survey data from any survey methodology or internal data source which brings everything into a single platform

Capturing Button

  • Captures all customer and employee survey methods and internal data
  • Audio capture for customer sentiment​
  • Data and audio co-exists in the same database

Datal Analytics

ANALYTICS


Agent to call center analysis for assessing and benchmarking performance to identify service and cost improvement opportunities ​

Analyzing Button

  • Preconfigured performance reports and targeted opportunities for improvement
  • Pivot table for customizable analysis
  • VoC Closed-loop process to identify, develop, check and act on service improvement opportunities

Data reporting and charts

PERFORMANCE


Holistic data visualization for agent 360 performance reporting and benchmarking to coach agent for FCR and Csat improvement

Reporting Button

  • Comprehensive data visualization (e.g., FCR, CX, cost, AHT, QA, etc.)​
  • 360 agent performance reporting​
  • Customizable agent and supervisor dashboard​

Personalized Intelligence™ Features

A virtual customer service rep infront of a computer

CUSTOMER QUALITY ASSURANCE


Combines survey and call compliance data for a holistic view of call quality – the only proven QA approach to improve FCR​

Coaching button

  • Brings VoC into quality assurance
  • Combines customer survey and call compliance data
  • Insights for agent performance, coaching and training

Credit cards, gifts and a shopping cart

REWARDS & RECOGNITION


Recognition program that awards points to motivate agents to improve FCR and provide great CX

Motivating button

  • Agents earn award points based on customer survey, peer-to-peer, and QA feedback
  • Use gamification to motivate agents to improve FCR and Csat​
  • Points can be redeemed using SQM debit cards, gift cards, etc.

Soft Skills ELearning

SOFT SKILLS e-LEARNING


SQM offers virtual, on-demand soft skills e-learning modules that improve FCR and CX soft skills

Training button

  • Self-paced CX soft skills training modules​
  • Online training delivered through our software
  • Agent CX performance assessed using VoC data to validate CX improvement