---
description: Review of mySQM Customer Service QA Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice New Zealand.
image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png
title: mySQM Customer Service QA | Reviews, Pricing & Demos - SoftwareAdvice NZ
---

Breadcrumb: [Home](/) > [Contact Centre Quality Assurance Software](/directory/4478/quality-assurance/software) > [mySQM Customer Service QA](/software/359935/mysqm-fcr-insights)

# mySQM Customer Service QA

Canonical: https://www.softwareadvice.co.nz/software/359935/mysqm-fcr-insights

> FCR measurement software is often called customer service management (CSM) or customer experience management software (CXM). SQM's CSM software is specifically built for call centers and designed to measure, track, benchmark, and improve Csat, first call resolution, the net promoter score, customer service, quality assurance, and employee experience.

Capturing and measuring FCR using CSM software is only part of the broader picture for delivering great customer service. For example, measuring First Call Resolution can be complex.

As a result, it is essential to measure multiple metrics to get a comprehensive picture of customer service delivered by the call center. For example, FCR and call resolution metrics are leading indicators, and when these metrics are high or low, so is customer satisfaction (e.g., lagging metric). Therefore, an effective CXM software needs to capture leading and lagging data to effectively measure and manage customer experience.

Again, CSM software is an excellent tool for capturing, measuring, benchmarking and reporting customer service delivery. However, before choosing a CSM software vendor, you need to understand how it fits your call center VoC program. Listed below are a few questions to consider:

What are your call center objectives? Higher FCR and Csat? Lower cost? Improve transactional NPS? You need to understand your goals and objectives before choosing a CXM software vendor.
 
Do your CSM software features need to be designed to specifically measure, coach, and reward agent and supervisor customer service delivery?
 
Does your call center need a VoC closed-loop process at the agent level? For example, can agents follow up on customer feedback one-to-one to close the loop?
 
What are the customer survey quota requirements? For example, will the quota be at the agent, line of business (LoB), or call center level? What will be the survey methods used (e.g., phone, email, IVR, website pop-up, or a mixture of different methods)?
 
Who will be accountable for FCR, call resolution, and Csat results (e.g., agent to CEO)?
 
Do you want to capture, analyze, and report internal and external data in the same software platform?
 
Do you want the CSM software capabilities to include agent coaching, recognition, or soft skills e-learning?
 
Do you want your CSM software capabilities to recognize agents for their call resolution and Csat using a debit card for instant gratification?
 
What customer insight data is already available, and by what function or department (e.g., research, workforce management, QA)?
 
How are existing internal and external data being used? For example, is the data used by agents, supervisors, or leaders, and accountability metrics based on FCR or Csat performance targets?
 
Where are the gaps in customer service understanding? First, consider all contact channels (e.g., phone, email, chat, IVR, website), job levels (e.g., agent to CEO), segments (e.g., LoB, products, services), and call types (e.g., claims, service, sales, billing, technical, complaint).
 
How will the information be analyzed? For example, will you use internal and external data for the same calls? Will you use structured data (e.g., FCR rating, QA score) and unstructured information (e.g., open-ended survey questions, call recording text)? Will analysts need to be fully trained in analyzing and reporting structured and unstructured data?
 
How will the information be reported? For example, will agents, supervisors, or leaders access dashboard reporting? What VoC data needs to be shared? How often will the VoC data be shared, and who needs to see it? For example, will you share it with customers?
 
How will you action the customer feedback? Will you use a VoC closed-loop process (e.g., to go from identifying to actioning people, processes, and technology improvement opportunities)? Do your CSM software requirements need VoC closed-loop capabilities?
> 
> Verdict: Rated \*\*\*\* by 0 users. Top-rated for **Overall Quality**.

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## About the vendor

- **Company**: SQM Group
- **Founded**: 1996

## Commercial Context

- **Starting Price**: US$30.00
- **Pricing model**: Per User (Free Trial)
- **Pricing Details**: Contact SQM Group for pricing details.
- **Target Audience**: 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+
- **Deployment & Platforms**: Cloud, SaaS, Web-based
- **Supported Languages**: English
- **Available Countries**: Canada, United States

## Features

- AI/Machine Learning
- Activity Dashboard
- Alerts/Notifications
- CES Survey Structure
- CSAT Survey Structure
- Call Centre Management
- Call Recording
- Complaint Monitoring
- Customer Database
- Customer Experience Management
- Customer Segmentation
- Customisable Templates
- Dashboard
- Data Import/Export
- Data Visualisation
- Engagement Tracking
- Feedback Management
- IVR
- Multi-Channel Communication
- NPS Survey Structure

## Support Options

- Email/Help Desk
- FAQs/Forum
- Knowledge Base
- Phone Support
- Chat

## Category

- [Contact Centre Quality Assurance Software](https://www.softwareadvice.co.nz/directory/4478/quality-assurance/software)

## Related Categories

- [Contact Centre Quality Assurance Software](https://www.softwareadvice.co.nz/directory/4478/quality-assurance/software)
- [Customer Satisfaction Software](https://www.softwareadvice.co.nz/directory/4627/customer-satisfaction/software)
- [Contact Centre Software](https://www.softwareadvice.co.nz/directory/4389/contact-center/software)
- [Customer Experience Software](https://www.softwareadvice.co.nz/directory/4574/customer-experience/software)
- [Call Centre Software](https://www.softwareadvice.co.nz/directory/4588/call-center/software)

## Alternatives

1. [LiveAgent](https://www.softwareadvice.co.nz/software/109980/liveagent) — 4.7/5 (1753 reviews)
2. [Nextiva](https://www.softwareadvice.co.nz/software/2683/nextiva-business-voip) — 4.6/5 (914 reviews)
3. [Genesys Cloud CX](https://www.softwareadvice.co.nz/software/323407/pureconnect) — 4.3/5 (262 reviews)
4. [CXone Mpower](https://www.softwareadvice.co.nz/software/20067/nice-incontact-cxone-workforce) — 4.2/5 (581 reviews)
5. [CloudTalk](https://www.softwareadvice.co.nz/software/71871/cloudtalk) — 4.4/5 (268 reviews)

## Links

- [View on SoftwareAdvice](https://www.softwareadvice.co.nz/software/359935/mysqm-fcr-insights)

## This page is available in the following languages

| Locale | URL |
| en | <https://www.softwareadvice.com/hr/mysqm-fcr-insights-profile/> |
| en-AU | <https://www.softwareadvice.com.au/software/359935/mysqm-fcr-insights> |
| en-GB | <https://www.softwareadvice.co.uk/software/359935/mysqm-fcr-insights> |
| en-IE | <https://www.softwareadvice.ie/software/359935/mysqm-fcr-insights> |
| en-NZ | <https://www.softwareadvice.co.nz/software/359935/mysqm-fcr-insights> |

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