Higher CSAT & Lower Costs GenAI-Powered QA & CX Analytics Solution that Delivers Great CX
SQM's proprietary Auto QA model is the industry's most advanced solution for accurately predicting and benchmarking call center and agent CSAT, FCR, and call resolution performance.
Trusted by the Best Companies
For Call Centers
#1 Ranked QA Tool on
G2 for User CSat
SQM's Auto QA
4.6
Stars on G2 for my.SQM™ Auto QA Tool Reviews
Our Story
Since 1996, SQM Group has been a recognized leader specializing in call center quality assurance and customer experience analytics.
Our mySQM™ automated QA solution is ranked as the #1 QA Tool on G2 reviews for user satisfaction across the Americas.
What sets SQM apart from its competition is our mySQM™ Auto QA & CX analytics solution, powered by proprietary technology that:
- Evaluates up to 100% of customer interactions using AI.
- Accurately measures and benchmarks QA metrics against top call centers.
- Predicts customer satisfaction for every call with up to 95% accuracy.
Furthermore, SQM’s auto QA is more accurate and fair for evaluating agent CX delivery than surveys and traditional QA.
The Business Case for my.SQM™ Auto QA/CX Analytics Solution
Our my.SQM™ Auto QA/CX analytics tool delivers a financial ROI of up to 600% while achieving higher CSAT and FCR and lowering operational costs.
Case studies show that implementing my.SQM™ QA/CX analytics solution has helped businesses:
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.
Post-Call Customer Satisfaction Prediction QA Model: A Game-Changer
Proprietary Post-Call Customer Satisfaction Prediction QA Model Based on AI and Regression Analysis to Predict Agent CSat Score Derived from a QA Evaluation.
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:
- Customer service,
- Call compliance, and
- 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.
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-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.
my.SQM™ Auto QA ROI Calculator
Discover Your Savings in Minutes
Automate QA to Improve Csat and Reduce Costs to Score
my.SQM™ 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%.