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Auto QA Analytics Solution

We leverage AI to analyze 100% of customer conversations effortlessly, delivering precise QA scores and predictive, benchmarkable customer satisfaction insights.

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 #1 Ranked QA Tool on G2 for User CSat for the Americas Market

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mySQM™ Auto QA, the #1 Ranked Tool on G2 for Customer Satisfaction for the Americas Market

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Stars on G2 for mySQM™ Auto QA Tool Reviews

What Differentiates SQM from its Competitors is...

mySQM™ Automated QA Solution uses proprietary technology and intellectual property to determine QA scores and predict benchmarkable customer satisfaction for every call. mySQM™ QA also provides agents with self-coaching, self-training, and real-time financial recognition features for calls evaluated to help monitor, motivate, and manage agents to deliver great customer satisfaction.

personalized agent dashboard

Personalized Agent Dashboards

Customer satisfaction, first call resolution, mySQM™ QA Score benchmarking, and ranking data are captured and reported in real-time through mySQM™ QA personalized agent dashboards.

Great agent and supervisor performance is awarded and certified.

quality assurance dashboard

Post-Call Customer Satisfaction Prediction Model

Proprietary Post-Call Customer Satisfaction Prediction Model Based on AI and Regression Analysis to Predict Agent CSat Score Derived from a QA Evaluation

quality assurance dashboard

Auto & Manual QA Scoring

mySQM™ QA uses auto-scoring to determine QA and predict customer satisfaction benchmarkable scores for 100% of evaluated calls.

mySQM™ QA uses automated and manual call center QA methods to capture, analyze, and report on call quality for:

  1. Customer service,
  2. Call compliance, and
  3. Meta data

The CX sentiment, compliance, meta, and benchmark data insights help transform your QA program to provide great CX, lower costs, protect the business, and predict CSat.

call center agent reciving rewards

Real-time Recognition to Motivate Agents

Through mySQM™ QA, 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 financially recognize excellent performance.

AI self-coaching dashboard

AI-Generated Agent Self-Coaching

mySQM™ Agent Self-Coaching uses AI-generated personalized suggestions to empower and enable them to improve their Csat and QA performance.

Agent Self-Coaching allows them to take ownership of their performance.

mySQM™ Auto QA ROI Calculator

Discover Your Savings in Minutes

Automate QA to Improve Csat and Reduce Costs to Score

mySQM™ automated QA tool can lead to an ROI of up to 600%, improve customer satisfaction scores, and reduce repeat calls by up to 10%.

Increased Efficiency: Call centers with effective QA practices achieve a 5-15% higher FCR rate, resulting in fewer callbacks and, on average, operational savings of $286,000 for every 1% improvement in FCR. With every 1% improvement in FCR, customer satisfaction rates improve 1%.

We have been working with SQM for decades — mySQM™ QA has great data mining and agent performance CX improvement opportunity capabilities.

Holly Abbot Associate Vice President Support Group, Canadian Tire Bank

mySQM™ QA helps us to be more holistic in our CX approach — resulting in over 20 years of world-class CX delivery.

Joshua Dart Director of Customer Experience, VSP Vision

mySQM™ QA software is fantastic — there is an SQM debit card feature that we use to immediately recognize agents with dollars for delivering great CX.

Maria Stopainig Director of Customer Service, Alberta Blue Cross

mySQM™ QA has helped us improve CX — by being able to see the opportunities that come from customer's feedback.

Ken Baur Director of member Experience, Security Health Plan