SQM Group

Call Center & Contact Center Software

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An automated quality assurance solution enhances customer service operations by accurately predicting agent customer satisfaction (CSAT) scores with up to 95% accuracy, closely aligning with actual survey results. Key features include extensive interaction monitoring, real-time performance analytics, benchmarking against over 500 leading contact centers, and tools for agent self-coaching, making it ideal for contact centers aiming to improve customer experience, first call resolution, and overall operational efficiency.

SQM Group can be found in Call Center & Contact Center Software categories.

The most similar products to SQM Group are:

Centripe Promoted → QualityDesk → CallFinder → EvaluAgent → Kaizo →

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SQM Group Main Features

• Auto QA
  The Auto QA tool uses AI to check all calls, helping to improve customer satisfaction and reduce repeat calls.
• Research
  SQM conducts studies to measure and improve customer service and employee engagement.
• Resources
  SQM provides tools and materials to help call centers improve their performance.
• CX Benchmarking
  This feature allows call centers to compare their customer experience metrics with top-performing centers.
• Agent Self-Coaching
  Agents receive personalized suggestions to help them improve their customer service skills.
• Rewards & Recognition
  Agents can earn points and rewards for their performance, motivating them to do better.
• Customer Service Awards
  SQM recognizes the best call centers and employees for their outstanding service since 1998.
• Personalized Intelligence
  This feature helps customer service agents improve their performance with tailored insights.
• Post-Call CSat Prediction QA Model
  This model predicts customer satisfaction after calls with high accuracy.
• mySQM™ Auto QA Analytics Solution
  This solution analyzes every call and can provide a return on investment of up to 600%.

SQM Group Benefits

• Motivates Agents
  Agents earn points for good performance, which can be turned into rewards, encouraging them to do better.
• Evaluates All Calls
  The AI checks every call, ensuring that no customer interaction is missed and all feedback is considered.
• Reduces Repeat Calls
  By improving service quality, it can lower the number of customers who need to call back for the same issue.
• Personalized Coaching
  Agents receive tailored advice to help them improve their performance based on their specific needs.
• Benchmarks Performance
  The tool compares a call center's performance to the best in the industry, showing where improvements can be made.
• Recognizes Top Performers
  It awards and certifies agents and teams that perform well, boosting morale and encouraging excellence.
• Improves Customer Satisfaction
  The tool helps call centers provide better service, which makes customers happier.
• Predicts Customer Satisfaction
  It can guess how satisfied a customer will be after a call, helping agents improve their service.

Who should use SQM Group?

• Supervisors
  Supervisors can track and benchmark performance to help their team provide better service.
• Business Owners
  They can see a high return on investment and improve overall customer experience in their call centers.
• Call Center Managers
  They can use the tool to improve customer satisfaction and save money by reducing repeat calls.
• Training Coordinators
  They can use resources to train agents and improve their skills in customer service.
• Customer Service Agents
  Agents can benefit from self-coaching tools that help them improve their performance and earn rewards.
• Quality Assurance Teams
  They can evaluate all calls and get accurate insights to improve quality assurance processes.

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