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.
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.
209 out of 210 Total Reviews for mySQM Auto QA
Overall Review Sentiment for mySQM Auto QA
Log in to view review sentiment.
I like that theres an account were the agent is able to see the customers comments and responses thats very nice Review collected by and hosted on G2.com.
I do not like the question of "did we solve your issue" we are an insurance company claims need adjustments or calls need to be made elsewhere to work to slove things that will for cerain be fixed but do to prodedure it causes custmers to have to techically say no so i think there shoudl a piggyback question "did agent give course of action on how it will be solved then?" so tehy have the opportnity to expand and say yes he/she fixed/is fixing issues but she needs to call my dr office in the am sinec when i called bcbs my drs office was closed and he/she will have to call them and get back to me but i have confidence it will be solved. thats my only compaint there needs to be a piggyback question there because, everything isnt black and white, theres gray area. Review collected by and hosted on G2.com.
The mySQM QA software is user friendly. I love having easy access to customer reviews, voice recorded feedback and other features that identify the encounter. I find the software very helpful to improving my skill set and to continue to provide top notch customer service to my members. The ease in being able to review my SQM surveys right at my fingertips is essential to me implementing the suggestions given by the reviewer. Review collected by and hosted on G2.com.
Honestly I haven't come across any disadvantages or downsides to using the software. I find that mySQM is a wonderful tool that gives me feedback on my proformace. This software allows me to keep track of any goals or KPIs I need to meet. Review collected by and hosted on G2.com.
The my SQM software is a great tool and its easy to understand. I think it's awesome that we get to receive feedback from our members. It always feels good to receive some positive feedback and its just another reason to continue to provide great service, it also points out areas that may need to be worked on and I appreciate that as well. Review collected by and hosted on G2.com.
I think a big downside is that if a member has to call back due to their call not being resolved the first time, we get docked for that as the call not being a first call resolution. I think that aspect should be looked into because their previous experience is out of our control when we take a call for the first time. Review collected by and hosted on G2.com.
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.
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.
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.
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.
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.
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.
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.
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.
that i can see my scores and review the comments left on surveys. the games are cute and fun to play to earn points. Review collected by and hosted on G2.com.
that theres no user manual or instructions on teh website on how to fix your card and there not helpful when you call customer service they refer me back to my employer. nobody told me you have to go back and register after you activate the card so it wouldnt load my funds. Review collected by and hosted on G2.com.
The most helpful feature is being able to directly address any highlights, concerns, feedback. Review collected by and hosted on G2.com.
There are no dislikes to date. I am still adjusting to using the new feature. Review collected by and hosted on G2.com.
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.
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.
