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mySQM™ Customer Service QA Software - Core Standard Features

Our core standard customer service QA software features provide powerful insights based on customer surveys and internally captured and reported data to assist agents, analysts, and leaders in benchmarking, tracking, and improving FCR, Csat, and reducing operating costs.

Core Standard Features Overview

mySQM™ Customer Service QA Software – is a CX management software designed on a SaaS platform. The standard features of mySQM™ Customer Service QA software are designed to capture, analyze, benchmark, report, and action FCR, quality assurance, call handling, and customer survey data, from the agent to the call center level.

Our core standard features include a VoC closed-loop process to identify, develop, check, and act on FCR and customer service improvement opportunities. In addition, our customer service management software is customizable to meet a call center's specific FCR and customer service improvement needs.

At the heart of mySQM™ Customer Service QA software is six-core standard features: data capture, data analytics, data visualization, highly customizable, providing real-time notifications, and listening to recorded customer feedback.


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Data Capture

The flexible customer survey quota feature lets you determine if you want the quota at the agent, supervisor, line of business, or call center level. Post-call customer surveys can be conducted and captured minutes after an interaction or within one day: capture, store, and access customer survey data from any survey methodology and internal data source.

Put simply, all surveys and internal data can be stored in one place. By consolidating your data sources into one tool, you receive comprehensive insights into your call center's FCR, Call Handling, Cost, QA, Csat, and NPS performance. In addition, raw data can be easily exported through the scheduled and customizable features of the software.

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Data Analytics

The software provides data analytics for assessing performance and identifying service and cost improvement opportunities from the agent to the call center level. Preconfigured reports evaluate performance and provide targeted opportunities for FCR, Csat, NPS, and cost improvement. Data analysis can also be completely customized to meet your needs through our advanced pivot table functionality.

Easily conduct repeat call root cause analysis through our sophisticated repeat call tagging system. Benchmark your performance from the agent to the call center level against average and world-class performers. A customer feedback loop feature identifies, develops, checks, and acts on CX improvement and service recovery opportunities.

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Data Visualization

SQM software provides comprehensive data visualization (e.g., FCR, Csat, NPS, cost, AHT, QA, etc.) from the agent to the call center level. This approach ensures a holistic 360 view to help agents and managers measure and improve their service and cost performance. In addition, data visualization is highly flexible and can be easily customized and saved to be reused.

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Highly Customizable

Our software allows you to easily customize many features, including dashboard scorecards, reporting, data filters, access levels, real-time notifications, and metrics. Highly customizable features allow your employees to focus on what is important to them and your call center.

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Real-Time Notifications

Real-time notifications can be customized so that you can act quickly to improve FCR and CX. For example, receive real-time service recovery notifications so that you can act quickly on customer complaints. Also, receive real-time notifications about world class Csat interactions so you can recognize great agent service delivery.

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Recorded Customer Feedback

Listen to the actual voice of the customer from their experience using your call center. Hear the joy or pain in the customer's voice in their interactions with your agent's service delivery and leverage this for powerful coaching and recognition opportunities.

mySQM™ Customer Service QA Software

Explore our 7-day free demo trial! See how our customer service QA software platform, built for call center supervisors and agents, effectively monitors and makes it easy to understand performance while reducing the time needed to absorb the data to improve FCR and CX.

Companies that have participated in our Call Center Benchmarks Study can use their own data for the demo trial.

mySQM™ Cusomer Service QA Software — Business Case

Learn about the business case for using mySQM™ Customer Service QA software to improve your customer experience and operating costs by focusing on first call resolution, call resolution, customer satisfaction, NPS, quality assurance, and other internal metrics at the call center to the agent levels.

Business Case

Reduce Operating Costs

For every 1% improvement in FCR, you reduce your operating costs by 1%.

Reduce Customers at Risk

95% of customers will continue to do business with the organization as a result of achieving FCR.

Improve Customer Satisfaction

For every 1% improvement in FCR there is a 1% improvement in Csat.

Improve Employee Satisfaction

For every 1% improvement in FCR there can be a 1% to 5% improvement in Esat.

Increase Opportunities to Sell

When a customer's call is resolved the customer cross-selling acceptance rate increases by up to 20%.

Improve Net Promoter Score®

For the average call center, every 1% improvement in FCR increases transactional NPS by 1.4.