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.
CX Benchmarking, Ranking & Awarding
Predicted 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 CSAT and QA performance by up to 25% when they start benchmarking and ranking agent performance.
One of the best aspects of SQM's CSAT & QA benchmarking is that we award and certify world-class performing agents, supervisors, and call centers. The CSAT, FCR, and QA scores are benchmarked against 500+ leading companies. SQM's Call Center and Agent CX & QA awards are considered the most prestigious in North America
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 Benchmarkable Data
We use standardized auto QA and compliance rubrics to measure KPI metrics (e.g., mySQM™ QA-CX Score, FCR, CSAT, & compliance) and ensure the data is 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, CSAT, and compliance metrics. The QA and compliance scores are benchmarked against 500+ leading companies.
The mySQM QA Score is comprised of approximately 25 KPIs that have a proven track record of effectively evaluating call quality service. The data is benchmarkable for call centers to compare their CX, QA, FCR, and CSAT performance against that of their peers, the average, and world-class companies.
Additionally, our call compliance is comprised of approximately 30 KPIs that have a proven track record of effectively evaluating call quality compliance against agent behavioral standards. The data is benchmarkable, allowing call centers to compare their call compliance performance against that of their peers, the 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.