About mySQM Customer Service QA
MySQM Customer Service QA is a quality assurance software from SQM Group that focuses on evaluating customer service interactions. It combines call monitoring, performance scoring, and reporting tools so organizations can assess and improve their customer service quality. The platform provides users with real-time feedback and analytics to identify areas for improvement. It also supports the development of training programs based on quality assurance results. Key capabilities: call monitoring performance scoring reporting tools real-time feedback training program development Best for: customer service teams that need to evaluate and improve service quality through structured feedback.
mySQM™ is an AI-powered customer service quality assurance (QA) and customer experience (CX) analytics platform designed to help call centers improve their performance. It evaluates up to 100% of customer interactions and predicts customer satisfaction (CSAT) scores with up to 95% accuracy. The platform not only automates QA processes but also benchmarks your call center's performance against top-performing centers, providing valuable insights into areas for improvement. Through this, mySQM™ enables call centers to streamline operations, reduce costs, and enhance overall service delivery. It includes real-time agent dashboards, personalized coaching, and automated reporting to ensure a complete view of your team’s performance and customer satisfaction metrics. The software's user interface is intuitive and user-friendly, offering personalized dashboards for agents and supervisors to track key performance metrics such as CSAT, first call resolution (FCR), and QA scores. The interface is designed for ease of navigation, with real-time updates on agent performance and clear indicators for areas needing improvement. Additionally, mySQM™ integrates seamlessly with various CRM systems, call routing technologies, and reporting tools, ensuring compatibility with the existing infrastructure of most call centers.
Pros & Cons
- +High accuracy in predicting CSAT scores (up to 95%).
- +AI-powered, automated QA scoring for 100% of calls.
- +Real-time agent recognition and personalized self-coaching.
- +Robust benchmarking against top-performing call centers.
- +Provides actionable insights for performance improvement.
- −Pricing is not disclosed and requires contact for details.
- −Initial setup might require a learning curve for call center managers.
Features
Key features
- AI-Powered Post-Call CSAT Prediction
- Predicts customer satisfaction with up to 95% accuracy based on post-call evaluations. This feature uses proprietary AI and regression analysis.
- Auto & Manual QA Scoring
- Automatically scores calls based on key quality metrics and customer feedback, and also allows for manual evaluations to capture additional insights.
- Real-Time Agent Recognition
- Awards points to agents based on their performance in QA evaluations and customer surveys. These points can be redeemed for rewards, creating a motivating work environment.
- AI-Generated Agent Self-Coaching
- Provides personalized coaching tips for agents, powered by AI, to help them improve their performance and customer satisfaction scores.
- Benchmarking Against Top Call Centers
- mySQM™ compares call center performance with industry benchmarks to provide actionable insights and highlight areas of improvement.
Additional features
- 100% Call Evaluation
- Ensures all customer interactions are evaluated, providing complete visibility into call center performance.
- Customer Satisfaction Benchmarking
- Benchmarks your call center's performance against top-performing centers to help identify areas for improvement.
- Call Compliance Tracking
- Monitors compliance with call center policies and regulatory standards.
- CX Sentiment Analysis
- Analyzes customer sentiment to understand their satisfaction levels based on call interactions.
- Real-Time Performance Dashboards
- Provides live updates on agent performance and overall call center operations, helping managers make data-driven decisions.
- Automated Reporting
- Generates real-time reports on agent and call center performance, providing key metrics such as CSAT, FCR, and QA scores.
- Actionable Insights
- Offers actionable recommendations based on call data, enabling supervisors and agents to improve service delivery.
- Improved First Call Resolution (FCR)
- Helps identify issues in customer calls that can be resolved in a single interaction, improving efficiency and customer satisfaction.
Pricing
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About mySQM Customer Service QA
MySQM Customer Service QA is a quality assurance software from SQM Group that focuses on evaluating customer service interactions. It combines call monitoring, performance scoring, and reporting tools so organizations can assess and improve their customer service quality. The platform provides users with real-time feedback and analytics to identify areas for improvement. It also supports the development of training programs based on quality assurance results. Key capabilities: call monitoring performance scoring reporting tools real-time feedback training program development Best for: customer service teams that need to evaluate and improve service quality through structured feedback.
mySQM Customer Service QA Details
mySQM Customer Service QA's In-App Market Place
Does mySQM Customer Service QA have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
NA
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), CAD ($), AUD ($), JPY (¥), CNY (¥), INR (₹), SGD ($), MXN ($)
Pros & Cons
- High accuracy in predicting CSAT scores (up to 95%).
- AI-powered, automated QA scoring for 100% of calls.
- Real-time agent recognition and personalized self-coaching.
- Robust benchmarking against top-performing call centers.
- Provides actionable insights for performance improvement.
- Pricing is not disclosed and requires contact for details.
- Initial setup might require a learning curve for call center managers.
mySQM Customer Service QA's Support Options
Email Address
inform@sqmgroup.comContact
1-888-972-0844mySQM Customer Service QA's Alternatives
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