Capturing Benchmarkable Data
CX survey and QA data are captured in a standardized, benchmarkable manner from the agent to the call center level and by segment, call reason, LoB, etc.
Benchmarking and Certification
We benchmark agents, managers, and call centers using metrics such as FCR, CSat, NPS®, mySQM™ QA Scores, etc. SQM certifies agents who have delivered world-class CSat performance.
CX Dashboard Reporting
Benchmarking and ranking CX and QA data is captured and reported in real-time through the mySQM™ Auto QA tool and available at the agent to the SVP level.
Benchmarking, Awarding & Certifying
The benchmarking data provides powerful CSat and QA performance comparisons for agents and supervisors to compare themselves to other (e.g., peers, average, and world-class) employees. In addition, call centers can compare their CSat and QA performance against their peers and those of average and world-class companies.
Many agents and call centers improve their FCR and CSat performance by up to 10% when benchmarking and ranking performance. One of the best parts about SQM's FCR, CSat, and QA Benchmarking and tracking is to award and certify world-class performing agents, supervisors, and call centers.
QA Evaluations and Post-Call Surveying
We can evaluate up to 100% of interactions (i.e., phone, chat & email) that can be used to benchmark and rank agent, supervisor, and call center performance. We use standardized metrics for QA benchmarking to measure performance.
A random sample of post-call CX surveys is conducted with customers who have interacted with a call center within one business day of their interaction. FCR and CSat questions are the same for all benchmarking participants.
Standardized Benchmarking Data
We use standardized questions and methods for measuring KPI metrics (e.g., mySQM™ QA Score, FCR, CSat) to make the data benchmarkable. As a result, the call center industry views SQM as the thought leader and the gold standard for measuring, benchmarking, and improving their QA, FCR, and CSat.
mySQM™ QA Score is comprised of 22 KPIs that have a proven track record for effectively evaluating call quality service and is benchmarkable for call centers to compare their CX, QA, and call compliance performance against their peers, average, and world-class companies.
Agent Dashboard Reporting
Real-time access to your Predicted CSat, QA score, customer service, and call compliance metrics benchmarking information is available to all staff levels in a secure encrypted platform through mySQM™ personalized dashboards.
The benchmarking dashboard reports are designed to make it easy for agents to the SVP level to see how their CX and QA performance compares to their peers, average, and high performers. Call center QA dashboards can be customized at the agent to the SVP level to meet their needs.
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.