my.SQM Auto QA Reviews & Product Details

SQM's QA Automation Software predicts CSAT for 100% of customer contacts, achieving up to 95% accuracy, mirroring actual post-contact surveys — a game changer for QA. The CSAT scores are benchmarked against 500+ leading contact centers and SQM awards organizations that achieve outstanding CSAT results. my.SQM™ Auto QA/CX tool is an AI-powered call center automated quality assurance and customer experience analytics and reporting solution for monitoring, managing, and motivating agents to deliver great customer satisfaction on every call. Analyze 100% of customer calls with our auto QA/CX and compliance tool. Auto QA/CX Scoring delivers quality assurance benchmarkable KPIs, including agent behavior metrics such as 25 CX and 20 call compliance metrics, and predictive customer satisfaction scores. We offer standardized QA metrics and KPIs so you can benchmark your performance against leading organization call centers or within your company. In addition, to enhance your QA insights, you can customize your QA metrics and KPIs to meet your business needs. Our total QA solution is a holistic approach that uses six bundled components: CX Behavioral Standards, Agent Self-Training, Agent Self-Coaching, QA and KPI Metrics, Financial Recognition, and my.SQM™ QA tool, all designed to help agents deliver great CSAT.

Product Website

Seller

SQM Group

Discussions

my.SQM Auto QA Community

Languages Supported

English

Product Description

SQM Group's customer experience management (CEM) software is specifically built for call center agents and designed to measure, track, benchmark, and improve FCR, Csat, NPS, quality assurance, customer service and employee engagement.

Overview by

Amber Seale

Value at a Glance

Averages based on real user reviews.

Time to Implement

3 months

View More Pricing Information

my.SQM Auto QA Integrations

(3)

Verified by my.SQM Auto QA

my.SQM Auto QA Media

mySQM Dashboard

QA Record Review

Quality Assurance Scorecard

my.SQM Auto QA Demo - Post-Call Customer Satisfaction Prediction Model: A Game-Changer

Proprietary Post-Call Customer Satisfaction Prediction Model Based on AI and Regression Analysis to Predict Agent CSat Score Derived from a QA Evaluation

Agent Self-Coaching

Agent Recognition

Official Downloads

(5)

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Call Center Quality Assurance - Comprehensive Guide

Call Center Quality Assurance: Automate it with Artificial Intelligence and Post-Call Surveys to Transform It!

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Verified User in Insurance

Mid-Market (51-1000 emp.)

2/19/2025

"SQM is a valuable tool for our team!"

5/5

What do you like best about my.SQM Auto QA?

It is a great indicator of customer service tha tour team is delivering on a daily basis. Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

One downside is that when we have to make concierge out reach for our members, you ask if their issue is resolved, and at that moment, it may not be- but we are diligently working to get their issue resolved- the auto QA should only populate after the cases are closed. Review collected by and hosted on G2.com.

Response from SQM Group of my.SQM Auto QA

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Thank you so much for your feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software.

Thank you for bringing this matter to our attention. We will pass on your feedback to our team and work on it promptly and accurately.

Sincerely,

SQM’s Team

Verified User in Insurance

Enterprise (> 1000 emp.)

2/21/2025

"I love My SQM"

5/5

What do you like best about my.SQM Auto QA?

I love the way that we are able to self coach. I also love the option of being able to hear what the member has said for the feedback as well as being able to read that information Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

I haven't found anything that I dislike about mySQM. I did take sometime to adjust to but once that adjustment happened, it was easy. Review collected by and hosted on G2.com.

Response from Amber Seale of my.SQM Auto QA

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Thank you for your detailed review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us.

Thanks again for your kind words and for being a fantastic customer.

Sincerely,

SQM’s Team

Michelle R.

Customer Claims Advocate

Enterprise (> 1000 emp.)

8/8/2024

"SQM Experience"

5/5

What do you like best about my.SQM Auto QA?

The user interface is a seamless process! I use this web portal everyday and the login process makes it absolutely user friendly to access. I love being able to view my reviews and it breaks everything down by category and section. Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

The only thing that I dislike about the interface is that the dashboard can be extremely confusing. It has multple guages that can be a little difficult to interpret Review collected by and hosted on G2.com.

Response from SQM Group of my.SQM Auto QA

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Dear Michelle,

Thank you for your detailed review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us.

Thank you for letting us know about the aspects you dislike. Your feedback helps us do better. We will share your opinion with our team and work on it promptly and accurately.

Sincerely,

SQM’s Team

LaRita S.

Contact Center Supervisor

Mid-Market (51-1000 emp.)

4/30/2025

"Meets my needs"

5/5

What do you like best about my.SQM Auto QA?

I enjoy the ease of use. The provided customer feedback helps with feedback for the car. Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

The dashboard that we utilize does not breakdown CSR CXI Review collected by and hosted on G2.com.

Response from Amber Seale of my.SQM Auto QA

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Dear LaRita,

We sincerely appreciate you taking the time to share your experience with us!

Thank you for letting us know about the aspects you dislike. Your feedback helps us do better. We will share your opinion with our team and work on it promptly and accurately.

Sincerely,

SQM’s Team

Verified User in Transportation/Trucking/Railroad

Small-Business (50 or fewer emp.)

2/25/2025

"helpful tool"

4.5/5

What do you like best about my.SQM Auto QA?

it gives me the opportunity to self coach and see where i can improve and where i excel on a call. holds me accountable for my results Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

none i can think of, I enjoy using the auto grade section Review collected by and hosted on G2.com.

Response from Amber Seale of my.SQM Auto QA

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Thank you so much for your positive feedback! It means a lot to us that you took the time to share your thoughts with the rest of our community and us.

We’re grateful that we had the opportunity to serve you.

Sincerely,

SQM’s Team

Verified User in Insurance

5/12/2025

"excellent feedback"

5/5

What do you like best about my.SQM Auto QA?

feedback is great for improvement and quality Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

i don't have any complaints about the product Review collected by and hosted on G2.com.

Response from Amber Seale of my.SQM Auto QA

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We sincerely appreciate you taking the time to share your experience with us! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software.

We’re grateful that we had the opportunity to serve you.

Sincerely,

SQM’s Team

Verified User in Insurance

Mid-Market (51-1000 emp.)

4/29/2025

"My SQM Experience"

4.5/5

What do you like best about my.SQM Auto QA?

Ease of use when it comes to viewing you results. Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

Navigation is not the simplest and dashboard could be confusing.. Review collected by and hosted on G2.com.

Response from Amber Seale of my.SQM Auto QA

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We sincerely appreciate you taking the time to share your experience with us!

Thank you for letting us know about the aspects you dislike. Your feedback helps us do better. We will share your opinion with our team and work on it promptly and accurately.

Sincerely,

SQM’s Team

Verified User in Insurance

Small-Business (50 or fewer emp.)

4/30/2025

"G2"

3.5/5

What do you like best about my.SQM Auto QA?

The best thing about SQM QA is that it gives us a clear picture of the data and applicable benchmarks. Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

There is nothing at the moment that is needed. Review collected by and hosted on G2.com.

Response from Amber Seale of my.SQM Auto QA

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We sincerely appreciate you taking the time to share your experience with us! It means a lot to us that you took the time to share your thoughts with the rest of our community and us.

We’re grateful that we had the opportunity to serve you.

Sincerely,

SQM’s Team

Antonietta (Toni) C.

Operations Manager

Mid-Market (51-1000 emp.)

4/30/2025

"Informative"

5/5

What do you like best about my.SQM Auto QA?

Better data to run our business.Powerful insights. Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

Nothing at all. Great data. Great training for agents. Review collected by and hosted on G2.com.

Response from Amber Seale of my.SQM Auto QA

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Dear Antonietta,

Thank you for your detailed review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us.

We’re grateful that we had the opportunity to serve you.

Sincerely,

SQM’s Team

Sheila S.

Manager, CSC Quality/Helpdesk, Technology & Self service experience

Mid-Market (51-1000 emp.)

4/29/2025

"Manage CSC"

4/5

What do you like best about my.SQM Auto QA?

The amount of inquiries that can be reviewed to give a bigger picture. Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

Nothing at this time. Excited to see bigger volume. Review collected by and hosted on G2.com.

Response from Amber Seale of my.SQM Auto QA

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Dear Sheila,

We sincerely appreciate you taking the time to share your experience with us! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software.

We’re grateful that we had the opportunity to serve you.

Sincerely,

SQM’s Team