SQM Group - Call Center QA Specialist

Contact Center CSAT/QA Benchmark Snapshot Trial

Sign up to see if your company qualifies for a free CSAT/QA Benchmark Proof of Concept Trial (Valued at $75k)  

SQM's Contact Center CSAT/QA Benchmark Snapshot trial provides a current, data-driven assessment of your contact center's customer satisfaction (CSAT) and quality assurance (QA) performance using SQM's standardized customer experience (CX) and compliance metrics.

Leveraging Generative AI (GenAI), we evaluate a statistically valid sample of 400 recorded calls and conduct 400 corresponding post-call surveys (via email or phone) to accurately evaluate and deliver actionable insights that drive CSAT and compliance improvement. Since 1996, SQM's CSAT & QA Benchmark Snapshot has set the industry standard for measuring and predicting CSAT with up to 95% accuracy, benchmarking QA and CX performance against over 500 leading contact centers, and awarding organizations that achieve outstanding CSAT results.

Key Benefits

  • Rapid Deployment, Minimal Disruption: No system integration is required; we start within days and have results within two weeks.
  • Calibration for Accuracy: SQM leverages post-call surveys to validate and fine-tune GenAI QA results.
  • Third-Party Validation: Gain objective insights to complement or challenge internal and external QA results.
  • Actionable Recommendations: Use findings to guide coaching, tech investments, or process improvements.
  • Comprehensive Benchmarking: Measure performance across industry verticals (e.g., Banking, Telecom, Healthcare, Insurance) and world-class contact centers in North America.
  • Awards & Certifications: Companies that have demonstrated high QA and CSAT results will be awarded and/or certified as World Class companies for CX delivery.

Contact Center CSAT/QA Benchmark Snapshot Trial Sign Up

In accordance with SQM Group's Privacy Policy, you must check the box to demonstrate express consent.

Note: Sign up to see if your company qualifies for a free CSAT/QA Benchmark Proof of Concept Trial (Valued at $75k)

4.6 a gold star a gold star a gold star a gold star a gold star
Stars on G2 for SQM Auto QA Tool Reviews

What differentiates our QA automation from competitors?


  • Predict Agent CSAT and achieve up to 95% accuracy, which closely mirrors actual survey results. SQM’s Post-call CSAT prediction QA model is a game-changer!

  • Benchmark your QA performance and Predicted QA CSAT™ against 500 enterprise level call centers. With 100% call analysis, our automated QA/CX solution provides deep insights to drive continuous CX improvement.

  • 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.

"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 — Built for Call Centers

Standard Features

Data Capture

a laptop with headphones over a graph

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

  • Captures all customer survey methods, telephony calls, and quality assurance data
  • Audio capture for customer sentiment
  • Data and audio co-exist in the same database

Analytics

Data Analytics

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

  • 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

Performance Reporting

Data reporting and charts

Holistic data visualization for agent 360 performance reporting and benchmarking to coach agents for FCR and CSAT improvement.

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

Learn More About mySQM™ Customer Service QA Software

Personalized Intelligence™ Features

Customer Quality Assurance

A virtual customer service rep infront of a computer

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

  • Brings VoC into quality assurance
  • Combines customer survey and call compliance data
  • Insights for agent performance, coaching, and training
  • With the help of voice bot-AI, agents can self-coach to improve QA scores and CX

Rewards & Recognition

Credit cards, gifts and a shopping cart

An agent recognition program that awards points that can be converted to cash in real-time to motivate agents to improve CSAT, FCR, and provide great CX.

  • Agents earn award points based on customer surveys, 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 e-Learning

Soft Skills e-Learning

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

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