Reporting

mySQMTM Web Portal
SQM’s mySQM™ web portal is designed to allow our clients real-time access to their customer survey information from the convenience of their desktop in a secure encrypted manner. SQM’s mySQM™ web portal provides detailed information on customer survey feedback from a CSR to a contact center level in a variety of ways.

Data available:

  • A dashboard report is available at the CSR to the contact center level for key metrics such as FCR, Csat, one and done, call resolution and CP SCORE™
  • Raw data extraction is available in Excel or flat text file formats
  • World class call, action alert and customer defection survey notifications are provided in near real-time
  • We digitally record all customer feedback and convert to text. This allows clients to use our mySQM™ web portal text analytic feature to data-mine customer feedback comments for key words, trends or repeat call reasons
  • mySQM™ web portal has powerful reporting capabilities that can be used for determining the main repeat call reasons and the financial impact of not resolving those calls on the first call
  • mySQM™ web portal has a built-in pivot table that allows users to data-mine VoC data within minutes
  • mySQM™ web portal tracks whether supervisors have coached their CSRs on an individual survey level or on monthly VoC reports
  • There is an automated survey dispute mechanism that allows users to dispute whether a survey should be attributed to a specific CSR
  • mySQM™ web portal is under continual development to ensure that it meets the needs of our clients and is the best customer experience reporting tool in the contact center industry

Mobile Reporting

SQM’s mobile reporting tool is designed to allow our clients real-time access to their customer survey information from the convenience of their mobile phone in a secure encrypted manner. SQM’s mobile reporting tool provides high level information on customer survey feedback from a CSR to a contact center level in a variety of ways.

Data available:

  • CSR can view their dashboard report that shows key metrics such as FCR, Csat and CP SCORE™
  • CP SCORE™, action alert and customer defection survey notifications are provided in near real-time
  • We digitally record all customer feedback which can be listened to through your mobile phone
  • Our mobile reporting tool tracks whether supervisors have coached their CSRs on an individual survey level

Paper Reports

Paper and PowerPoint reports are provided for both benchmarking and tracking clients.