#1 Ranked QA Tool on G2 for User CSat for the Americas Market
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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
Customizable Dashboards allow you to customize KPIs, metrics, agent dashboards, reports, data filters, access levels, and real-time notifications to meet your needs.
Personalized Agent Dashboards for Customer satisfaction and mySQM™ QA Score tracking, benchmarking, and ranking data are captured and reported in real-time through mySQM™ QA software.
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 Evaluation Methods
Automated call center QA uses software and artificial intelligence (AI) to analyze and evaluate up to 100% of customer interactions. SQM offers an auto QA solution that benchmarks QA and CSat Scores.
Manual call center QA involves human evaluators, often quality assurance evaluators or supervisors, who listen to recorded calls or monitor live interactions to assess agent performance against your predefined criteria. SQM offers a manual QA solution or a blend of the two methods.
Quality Assurance Scorecard Form
QA Scorecards use standardized and customizable evaluation forms to score interactions based on customer service and call compliance metrics. QA scorecard form uses automated and manual methods.
Scorecard Forms are easy to set up. The form provides 10 rating scale options, weighting of metrics, category tiers, a customizable layout, and notification for agent excellent and unacceptable QA scores.
Quality Assurance Agent Rankings
Ranking agents based on QA scores offers a clear view of individual performance. This transparency helps identify top performers and those needing improvement, creating a merit-based environment that can motivate agents to perform better.
By consistently reporting and acting on QA rankings, call centers can create a culture of continuous improvement, ultimately driving better performance and customer outcomes.
Personalized Intelligence™ Features Overview
Rewards & Recognition
Agents are recognized for delivering great customer service by receiving award points. The award points are based on an agent's customer service performance (e.g., CSat and QA), using QA evaluations captured in the mySQM™ QA tool and converted to dollars that can be redeemed at most retailers using an SQM debit card.
CX Benchmarking and Ranking
Predicted QA CSat and QA score benchmarking and ranking data at the agent level is captured and reported in real-time through mySQM™ QA analytics solution. As a result, many agents improve their FCR and CSat performance by up to 10% when they start benchmarking and ranking agent performance.
Agent Self-Coaching
Agent coaching has never been easier or more effective due to AI insights that help agents self-coach to deliver great CSat and QA performance. Our mySQM™ QA tool uses post-call surveys and QA evaluation insights to provide individualized coaching opportunities.
Agent Self-Training
With the help of AI, agent self-CX soft skills training is delivered through our mySQM™ QA solution. Agents independently enhance their CX skills by using quizzes and role-playing.
mySQM™ Auto QA ROI Calculator
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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%.
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.