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 Utilities

Enterprise (> 1000 emp.)

4/29/2025

"Non-user opinion"

5/5

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

I do not use it myself, my team does. They are happy with it. Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

Never heard complaints from the team in this product. 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.

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

Sincerely,

SQM’s Team

Verified User in Insurance

Mid-Market (51-1000 emp.)

2/19/2025

"Best Software"

5/5

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

I love that I'm able to see the comments for my reviews. I can appeal any calls based on the comments when there were 2 agents involved in the call. Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

I wish I can see the SFof the call so I am able to review who was the caller. Review collected by and hosted on G2.com.

Response from SQM Group 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

Verified User in Hospital & Health Care

Mid-Market (51-1000 emp.)

2/21/2025

"Service Specialist"

5/5

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

The most helpful feature is being able to directly address any highlights, concerns, feedback. Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

There are no dislikes to date. I am still adjusting to using the new feature. 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! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software.

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

Sincerely,

SQM’s Team

Jenny W.

customer representative ll

Enterprise (> 1000 emp.)

11/27/2023

"SQM negative impacts"

1.5/5

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

Not much. It works if there would be a way to remove incorrect reviews towards representative that should not be effected. Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

There should be more options to determine where the issue lies if member leaves negative review, whether it is for dissatisfaction with plan/claims/benefits, or the representative, the majority of negative reviews are due to member being unhappy with plan and not representative. Once a negative review is left and should not effect the specific representative, there is no way for negatively impacting incorrect reviews to be removed. Very unjust. Review collected by and hosted on G2.com.

Response from SQM Group of my.SQM Auto QA

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We are happy to hear that you have no complaints specifically about our mySQM™ - Customer Service QA Software.

We completely understand your frustration with receiving negative reviews because of factors outside of your control. However, that has to do with the survey ratings and not our mySQM QA software. We would appreciate it if you could update your review so that it reflects your opinion of the software rather than the survey ratings.

Please feel free to reach out to inform@sqmgroup.com with any further comments, concerns, or suggestions you wish to share.

Sincerely,

SQM Group

Verified User in Insurance

Enterprise (> 1000 emp.)

2/21/2025

"Disappointing"

1.5/5

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

I enjoy the transcription of the caller's feedback. I like to see the ratings they provide as well. Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

I do not enjoy how the reviews cannot be appealed when they are unrelated to my performance. Having a member provide a 10 based on my performance, yet provide a poor rating on the company can cause an action alert towards me, which I do not believe should be applicable. Review collected by and hosted on G2.com.

Response from Amber Seale of my.SQM Auto QA

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We completely understand how frustrating it can be to receive negative survey ratings for factors outside of your control — you're not alone in feeling that way. However, we wanted to reach out because it seems like your review may reflect frustration with the survey results rather than your experience with our mySQM QA software.

We truly appreciate your feedback and would be grateful if you'd consider updating your review to focus on the software itself, as that helps others get a clearer picture of how the platform performs.

If there's anything we can do to improve your experience with the software, please don't hesitate to reach out to inform@sqmgroup.com — we're always happy to listen.

Sincerely,

SQM’s Team

Verified User in Consumer Services

Mid-Market (51-1000 emp.)

5/22/2024

"Best way to gain insight on customer experience"

5/5

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

Best way to gain insight on customer experience! Allows you to tie custom feedback to a specific experience and leverage the voice of the customer to drive positive change. Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

There are no downsides to using SQM. It is a useful tool. Review collected by and hosted on G2.com.

Response from SQM Group 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 Transportation/Trucking/Railroad

Mid-Market (51-1000 emp.)

2/7/2025

"Through Sqm i learn how to improve my interactions with my cx."

4.5/5

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

Seeing the positive feedback fuels me to be better and better with each call. After reviewing each feebcack and my sqm metrics i analyze how my kols have been in the month and what areas i should work on Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

seeing an action alert was the most disheartening thing. But from that expereience i had to work extra hard so as to achieve World Class results Review collected by and hosted on G2.com.

Response from SQM Group 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

5/7/2025

"I FELL THIS IS AN ABSOLUTE PLUS IN MONITORING MY GROWTH AND LEVEL OF SERVICE"

5/5

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

INSTANT FEEDBACK IS A DEFINATE PLUS FOR GROWTH Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

SOMETIMES I WISH MORE SURVEYS WERE PERFORMED 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.

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

Sincerely,

SQM’s Team

Verified User in Insurance

Mid-Market (51-1000 emp.)

2/27/2025

"I use the product."

2.5/5

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

It's interface is very easy to use. Enjoyable. Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

I can't think of anything I dislike. Thanks! Review collected by and hosted on G2.com.

Response from Amber Seale of my.SQM Auto QA

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We appreciate you taking the time to share your experience with us! Thank you for your review of our mySQM™ - Customer Service QA Software.

We noticed that your rated us a 3 out of 5 stars. We strive to provide the best experience possible, and would love to hear any additional feedback on how we can improve this rating.

Please reach out to support@sqmgroup.com to let us know how we could improve.

Jamila B.

Customer experience

Enterprise (> 1000 emp.)

8/8/2024

"Need user friendly updates"

4/5

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

I do enjoy the ease of knowing when you have a new survey with the email notification. Also being able to read the comments without having to click multiple tabs. Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

Not truly understanding all the data being presented, it seems data heavy if you simply want to view your survey and view any required actions. Simply viewing the survey and comments should be the first available option not an additional tab. Review collected by and hosted on G2.com.

Response from SQM Group of my.SQM Auto QA

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Dear Jamila,

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