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mySQM™ QA - Real-time Recognition Motivates Agents to Deliver Great CX

Agents receive award points based on post-call surveys and QA performance to motivate them to deliver great CX. Award points earned are captured in real-time, converted to dollars, and redeemed using an SQM debit card to recognize excellent performance financially.

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Earn Award Points

Based on post-call surveys, QA, call compliance results, and other contributions, agents earn award points that are converted to cash within minutes of the evaluation.

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Use gamification to increase engagement in a fun way that motivates agents to improve or sustain high Csat, FCR, and QA.

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Redeem Award Points

Award points are converted to dollars and can be redeemed using an SQM debit card to purchase what agents want at most retailers. Award points can be redeemed in near real-time after receiving a post-call survey or QA evaluation score.

Employee Recognition Benefits

There is a strong business case to motivate employees through financial and appreciation recognition, especially considering that over 40% of unresolved calls result from an agent having a will issue. In addition, SQM's research shows that agents recognized for delivering high CX are motivated to go the extra mile to resolve calls.

mySQM™ QA includes an effective agent recognition feature that is a best practice and the quickest approach to motivate agents to improve and provide great Csat, FCR, and QA.

mySQM™ QA helps recognize agents through award points earned in real-time after a QA evaluation that is converted to dollars and redeemed at most retailers using an SQM debit card. Agent recognition is frequent, timely, descriptive, and impactful, making it a powerful software tool feature for motivating agents to improve CX, lowering operating costs, and increasing employee and customer satisfaction.

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Employee Recognition Points

Agents can earn award points based on positive behaviors, high customer satisfaction, call resolution, and QA results. Based on an agent's performance (e.g., Csat, QA), mySQM™ QA software automatically awards points. An agent can also earn points for positive behavior and contributions from their peers and supervisors. Frequently recognizing positive behaviors and CX motivates employees and promotes repeated positive actions.

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Call Center Gamification

Gamification enhances agents' motivation to improve their Csat, FCR, and QA, making the working environment more fun. As a result, positive CX behaviors become an ingrained part of the culture and experience within the call center. Adding contests and recognition creates motivated and happier agents that propel your call center to improve CX and QA.

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Redeem Points for Rewards

Points earned by agents are converted to dollars in near real-time and can be redeemed using an SQM debit card and used at most retailers. Agents redeeming points for things they want reinforce their motivation to repeat the positive CX behaviors in customer interactions. Moreover, improving FCR, Csat, and QA performance allows agents to earn more rewards that can be redeemed and used in day-to-day life (e.g., coffee, lunch, merchandise, movies, etc.). Finally, using their SQM debit card gives an agent instant gratification, knowing the great CX they provided allowed them to pay for something they wanted.

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