my.SQM Auto QA Reviews & Product Details

I like that there's an account where the agent is able to see the customers comments /responses that's very nice. it gives you insight on what they are truly appreciative of and if there's anything they felt was missing you can take that info and tweak your approach in the future. i don't get too many bad replies so personally what I'm grateful for is by reading the positivity it gives me fuel to keep giving my all and loving on the people i serve, because in this line of work the customers with bad dispositions can throw your day off if you don't remember or have reminder constantly that you're still appreciated by others so it helps to know you made a lasting impression on the happy callers Review collected by and hosted on G2.com.

I do not like the question of "did we solve your issue" we are an insurance company claims need adjustments or calls need to be made elsewhere to work to solve things that will for certain be fixed but do to procedure it causes customers to have to technically say no so i think there should a piggyback question "did agent give course of action on how it will be solved then?" so they have the opportunity to expand and say yes he/she fixed/is fixing issues but she needs to call my dr office in the am since when i called bcbs my drs office was closed and he/she will have to call them and get back to me but i have confidence it will be solved. that's my only complaint there needs to be a piggyback question there because, everything isn't black and white, there's gray area. Review collected by and hosted on G2.com.

I find my.SQM Auto QA to be very helpful in keeping track of my stats for phone calls and ensuring that I perform my best with customers. The setup process was straightforward and easy; we received a link along with a temporary password and username, allowing us to quickly access all the information we need. I appreciate the ability to look at reviews and feedback from callers and the support team, which helps in maintaining transparency and continuous improvement. The platform is beneficial in allowing us to dispute calls when issues that lead to low QA aren't our fault, as they might be due to company policies, thus preventing our QA from going down. Review collected by and hosted on G2.com.

I dislike that I can't dispute calls or bad reviews directly. I have to go through my team leader, supervisor, or manager to contest a call or a negative review, which makes the process cumbersome for me. Additionally, the stress from negative feedback received in front of callers is another concern. It's frustrating when negative reviews are given despite doing my best, often due to factors beyond my control. I wish there was a feature to automatically filter out such calls or reviews based on their tone, length, or issue type, as it would help reduce unnecessary stress from unavoidable unhappy callers. Review collected by and hosted on G2.com.

I appreciate using MY.SQM Auto QA because it clearly demonstrates the quality of customer service I am delivering to both members and providers. It also helps me identify areas I may have overlooked and highlights aspects I need to improve. Review collected by and hosted on G2.com.

I would say that the least helpful aspect is not being able to tell which call was which. Review collected by and hosted on G2.com.

It makes me wants to stay on top of my customer service world class game. I love competition and being the best rep to my members. It allows me to see how much they care and know that all my hard work is not going in vain. Review collected by and hosted on G2.com.

There is a survey that was not good but it does not belong to me it belongs to my coworkers that I have advised management about but it's still there, not really MySQM fault. Review collected by and hosted on G2.com.

that i can see my scores and review the comments left on surveys. the games are cute and fun to play to earn points. Review collected by and hosted on G2.com.

that theres no user manual or instructions on teh website on how to fix your card and there not helpful when you call customer service they refer me back to my employer. nobody told me you have to go back and register after you activate the card so it wouldnt load my funds. Review collected by and hosted on G2.com.

Very easy to use. Well integrated. Helps me determine my teams performance very accurately as I use it daily. Review collected by and hosted on G2.com.

Nothing. I haven't had any negative experiences. Review collected by and hosted on G2.com.

I really enjoy seeing the callers feedback. I get really excited once I get a notification that I got a survey and go right to the feedback section. Review collected by and hosted on G2.com.

Honestly, I love this system. It is organized and easy to access. Review collected by and hosted on G2.com.

I love that it keeps me inform of your stats daily to keep me track Review collected by and hosted on G2.com.

I don't like that it does not update every day Review collected by and hosted on G2.com.

It provides insight into the Voice of the Customer which is critical in a servicing role. Review collected by and hosted on G2.com.

The scope of the service is limited to landline phone calls. As the vast majority of people have moved from landlines to cell phones and the number increases year over year, the value of this service diminishes as the demographics being evaluated are increasingly limited. Review collected by and hosted on G2.com.

I like that it allows the customer to express their experiences. Review collected by and hosted on G2.com.

The surveys are subjective causing negative impact to advocates as this is a monthly metric. The weight of the non-wcc is so heavy, it can be difficult to balance their score. The questions need to be revamped. Review collected by and hosted on G2.com.