SQM GROUP

SQM Group is a software company specializing in customer service QA management for call center agents. Our software solution helps call centers and agents improve FCR, Csat, provide great customer service, and reduce costs.

We are a specialist firm for the call center industry in measuring, benchmarking, tracking, and improving FCR. At the heart of our services is SQM™ Customer Service QA Software, FCR and Csat research, best practices consulting, and awarding for FCR and Csat performance. We help call centers to improve FCR, deliver a great Csat, reduce operating costs, and improve the Net Promoter Score. Our mySQM™ Customer Service QA Software is a SaaS-based subscription platform explicitly built for call centers. Our Personalized Intelligence™ software features assist agents, supervisors, managers, and analysts in measuring and improving FCR and customer experience.

HISTORY

Mike Desmarais founded SQM Group in 1996. Our revenue has grown at a 12% compound annual growth rate over the last five years. SQM has 175 employees with approximately equal amounts of employees working in the Coeur d’ Alane, Idaho, and Vernon, British Columbia locations. SQM has developed (FCR) customer experience management software which has been in development for four years and has had an R&D budget that is 20% of the company’s revenue compared to a traditional professional services firm R&D budget of 6% of revenue.

PRODUCTS

Software – Our First Call Resolution software is specifically designed to measure and improve contact center customer experience, reduce operating costs, and deliver a great customer experience.

Research – SQM offers benchmarking and tracking the voice of the customer and employee studies designed to improve FCR and provide great CX.

Awarding - Our call center awards recognize top-performing call centers, leaders, supervisors, and agents for First Call Resolution, customer experience, and best practices since 2000.

Call Center

Software

Support Services

SQM Group Inc.

SQM Group Inc.'s headquarters in Coeur d'Alene, ID, United States

Mike Desmarais

Nader Ghattas

Lara Pow

Glen Mah

The Client Advocacy and Relations Team at SQM Group Inc. focuses on nurturing and enhancing relationships with our clients to ensure their satisfaction and success with our software solutions. This team advocates on behalf of clients, addressing their needs and feedback to improve our offerings, while also providing guidance and support to maximize their use of our FCR and customer service QA management software. Through consistent communication, the team seeks to foster strong partnerships, ensuring clients achieve improved FCR, Csat, and overall customer experience.

Client Advocacy and Relations Team

The Leadership Team at SQM Group Inc. spearheads the company's strategic direction, oversees overall operations, and fosters innovation in customer service QA management solutions for call centers. Comprised of roles such as the Chief Customer Experience Officer, Founder and CEO, Chief Finance and Operations Officer, and V.P. of Technology, this team ensures alignment of all departments with the company’s mission of improving FCR and Csat, reducing costs, and enhancing the customer experience through their industry-leading software and research solutions.

Leadership Team

The Customer Service Team at SQM Group Inc. is responsible for conducting surveys and interviews via telephone to gather valuable data on customer experiences and first call resolution (FCR) metrics. This team plays a critical role in benchmarking, tracking, and assessing the quality of customer service provided by call centers, helping to identify areas for improvement and enhance overall customer satisfaction (Csat). They support the company's mission to improve customer experience, reduce costs, and enhance Net Promoter Scores for their clients.

SQM Group Inc.

Org chart

Teams

Client Advocacy and Relations Team

Leadership Team

Customer Service Team

Offices

SQM Group Inc.

Org chart

Teams

Client Advocacy and Relations Team

Leadership Team

Customer Service Team

Offices

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