Who We Are and What We Do
Service Quality Measurement (SQM) Group is a market leader for automated QA and CX analytics solutions for call centers to determine QA performance and predict QA Csat scores for 100% of customer service calls.
The heart of our services is our mySQM™ Automated QA Solution, a SaaS-based subscription platform explicitly built for call center agents and managers.
Since 1996, SQM has been a leading North American software company specializing in customer service QA analytics solutions. At SQM, we consistently achieve 95% client retention annually because our QA service improves client CX delivery. We have offices in Coeur d'Alene, Idaho, and Vernon, British Columbia.
SQM has a successful track record for helping call centers measure, benchmark, track, and improve QA scores and customer satisfaction. Furthermore, SQM is the Call Center Industry market leader for thought leadership, benchmarking, improving, and awarding First Call Resolution (FCR). As a result, over 70% of our clients consistently improve their FCR and Csat performance annually.
mySQM™ QA solution combines our standard and personalized intelligence™ software features for a powerful approach to assist agents, supervisors, managers, and analysts in measuring, benchmarking, and improving compliance adherence, FCR, and Csat.
Our Call Center Customer Service Industry Awards recognize Top-Performing Call Centers and Employees for First Call Resolution, Customer Satisfaction, Employee Satisfaction, and Best Practices. SQM's Awards Program is considered the most prestigious and sought-after North American contact center industry award.
Products and Services
QA Solution
SQM is a leading automated QA and CX analytics provider for call centers. Our mySQM™ Automated QA Solution is powered by a SaaS platform that helps call centers measure, benchmark, track, and improve FCR, Csat, and mySQM™ QA Scores. mySQM™ Auto QA solution transforms call center customer service to provide great CX. Our software is a single QA platform for call centers to monitor, motivate, and manage agents and call centers to help deliver QA results that positively impact Csat, FCR, and operating costs.
Research
SQM specializes in capturing, analyzing, benchmarking, and reporting contact center FCR, CX, and EX. Our research team includes doctorate-level researchers, and software engineers to help with any of your survey questions, data capture, and interpretation of results.
Csat and FCR Awarding
SQM awards are North America's most prestigious and sought-after call center industry awards for customer service delivery. SQM FCR/Csat Awards recognize top-performing call centers and agents for demonstrating customer experience excellence. We offer more than 50 different awards. The SQM awards recognize performance based on call center customer and employee feedback. SQM award winners include American Express, Scotiabank, Canadian Tire Financial Services, Marriott, FedEx, Capital One, AmeriHealth, Security Health Plan, Blue Cross Blue Shield, and VSP.
The SQM Way
The SQM Way establishes a shared understanding of what it means for our employees and customers interacting with us and that delivering great customer service is our top priority. The SQM Way has stood the test of time and is integral to our past, present, and future. We believe that the SQM Way is the path to continued and future success as we develop our company's technology, people, and practices to help improve the lives of our employees, clients' employees, and clients' customer experiences doing business with them.
Our Vision...
To be the Best QA Solution to Monitor, Motivate, and Manage Agents to Deliver Great CX.
Our Mission...
To help call centers use mySQM™ QA solution to improve their customer and employee experiences — one agent at a time.
Our Culture...
Great Customer Service
Delivering great customer service is our company's top priority.
Transformation
We are here to transform ourselves, our company, and our clients for the better.
Integrity
We don't believe the ends justify the means. Do the right thing.
Collaboration
We're capable of so much more when we work together.
Act Like an Owner
Make good investments by treating money as if it was your own.
Results
We set clear goals, measure our success, and fix what doesn't work. We deliver.
Our Values...
- Deliver great customer experiences and satisfaction.
- Foster adaptability, innovation, and risk-taking.
- Promote creative and engaged ambassadors of change.
- Cultivate friendliness, collaboration, and teamwork.
- Continuous improvement of practices.
- Continually learn, develop, and prosper.
- Be transparent, trustworthy, and respectful.
- Hold ourselves accountable for achieving high-performance results.
- Make a positive impact in our community and environment.
- Reward employees who contribute to improving our clients’ customer experiences.
Confidentiality and Security
You can be assured that your data's confidentiality and security are protected according to rigorous industry standards.
We possess SOC 2 Type II platform compliance Service Organization Control (SOC) 2 Report from the American Institute of Certified Public Accountants (AICPA) – an audit of our IT systems by an outside, independent auditor to ensure we have appropriate internal controls in place for our IT infrastructure environment. Our SOC certification is based on two Trust Services Principles: (1) Security, and (2) Confidentiality. Each principle is supported by well-defined and detailed criteria encompassing an organization's infrastructure, software, people, procedures, and data.
Request a mySQM™ Automated QA Demo Video
Learn more about mySQM™ Auto QA Tool and find out how SQM can help your call center improve customer satisfaction and reduce cost to score.