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 Hospital & Health Care

Mid-Market (51-1000 emp.)

2/19/2025

"sqm is my workbench to ensure high quality of work for my team"

5/5

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

I like the feedback section. Ilove the tutorials. Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

I wish that the dispute section would be updated when a sqm dispute is decided. I will real time updates on stats were published 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.

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

tazira c.

CSR

Enterprise (> 1000 emp.)

8/13/2024

"SMQ is easy and fun to use!"

4.5/5

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

Easy to use and understand. Very straight forward and the interface is pleasing to the eyes! Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

There is not much I would change as of now. Review collected by and hosted on G2.com.

Response from SQM Group of my.SQM Auto QA

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Dear Tazira,

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

Theundra L.

Customer ADvocate III

Enterprise (> 1000 emp.)

8/8/2024

"My SQM QA Review"

3.5/5

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

You can hear & read what a member has to say about the call. Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

The dashboard sometimes is a little confusing. I wish you could click on each one & it takes you to see how you got the cumulative 80% CSR Cscat scoring & etc. Review collected by and hosted on G2.com.

Response from SQM Group of my.SQM Auto QA

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Dear Theundra,

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

Thank you for letting us know about the aspects you found confusing. We will bring your feedback to our team’s attention and work on it promptly and accurately.

Sincerely,

SQM’s Team

Verified User in Insurance

Mid-Market (51-1000 emp.)

11/12/2024

"ususally i hear good feedback from the reviews, most great, some honest and assisting in improvement"

5/5

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

i was not aware that this was being used. however the use of tech is always great to locate areas of opportunity. Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

the login process is separate and a bit difficult to remember due to the lenghty password, but i do understand the reasoning behind it. Review collected by and hosted on G2.com.

Response from SQM Group 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 Consumer Services

Enterprise (> 1000 emp.)

8/7/2024

"The Best You Version of You."

5/5

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

I am able to see where I have room and potenitla to grow in customer services. The software is pretty simple to use and understand. With the software I can recived real feedback from actual customers. I am able to learn new ways of apporach certain calls. The many features help under each call reveiw, its pretty easy to navigate. Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

I wouldnt say there are down sides, again the system is pretty simple and staightforward. Review collected by and hosted on G2.com.

Response from SQM Group 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

Verified User in Hospital & Health Care

Mid-Market (51-1000 emp.)

11/8/2024

"Always easy to navigate"

5/5

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

To see the reviwes for my calls, see wher i can improve according to members perspective Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

Nothing really, easy to navigate, I have not had any issues. 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 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

Verified User in Oil & Energy

Enterprise (> 1000 emp.)

2/11/2025

"nice tool"

4.5/5

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

Easy to access and see how I'm doing on surveys Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

sometimes get surveys that are affected by previous calls 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

kacie w.

Customer Service Representative

Enterprise (> 1000 emp.)

8/13/2024

"Availability & Accountability = Happy Members"

5/5

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

I like having access to the calls we take and seeing the steps we are going through while handling the calls. Its easy to find the call youre looking for and the information assocaited with it is easy to ackowledge. Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

I havent experienced any downsides to using QA in my time with the company Review collected by and hosted on G2.com.

Response from SQM Group of my.SQM Auto QA

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Dear Kacie,

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

Amanda V.

CSR

Mid-Market (51-1000 emp.)

8/6/2024

"Easy to use and helpful towards my success"

5/5

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

I like that I can review the feedback provided to me and also have the option to listen to the message. Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

At this time, I have no complaints for the SQM softward Review collected by and hosted on G2.com.

Response from SQM Group of my.SQM Auto QA

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Dear Amanda,

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

billy b.

customer service

Mid-Market (51-1000 emp.)

8/6/2024

"my sqm which is great for a person to look at their surveys."

3/5

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

able to look at the surveys when you want. Review collected by and hosted on G2.com.

What do you dislike about my.SQM Auto QA?

As of now there is nothing i can think of that i dislike about it. Review collected by and hosted on G2.com.

Response from SQM Group of my.SQM Auto QA

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Dear Billy,

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.

Sincerely,

SQM’s Team