AI-Powered Call Center
Auto QA Analytics Solution
Using mySQM™ Auto QA tool, our clients' financial ROI is up to 600%, and many clients increase their CSat/FCR performance, reducing repeat calls by up to 10%.
Trusted by the Best Companies
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.
4.6
Stars on G2 for mySQM™ Auto QA Tool Reviews
What Differentiates SQM from its Competitors is...
mySQM™ Automated QA Solution uses AI 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.
mySQM™ Auto QA ROI Calculator
Discover Your Savings in Minutes
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.
Auto QA Scoring
mySQM™ QA uses auto-scoring to determine QA and predict customer satisfaction benchmarkable scores for 100% of evaluated calls.
Our mySQM™ QA 360° approach captures and combines three data sources:
- CX post-call surveys,
- Call handling, and
- Call compliance data
The CX sentiment, compliance, 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.
Do You Want to Improve your Customer Satisfaction?
Request a mySQM™ Automated QA Demo Video
Learn about SQM's agent… Csat prediction model, which is based on standardized metrics, AI, and regression analysis to predict customer satisfaction derived from a QA evaluation. Our Csat prediction model provides a high statistical correlation, translating to a 95% success rate in predicting agent Csat in most cases.
