AI-Powered Call Center
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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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 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 Model
Proprietary Post-Call Customer Satisfaction Prediction 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.
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.
mySQM™ QA helps us to be more holistic in our CX approach — resulting in over 20 years of world-class CX delivery.
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.
mySQM™ QA has helped us improve CX — by being able to see the opportunities that come from customer's feedback.