Case Study: Teleperformance achieves up to 96% CSAT validation with SQM Group's Auto CX

Teleperformance achieves 96% CSAT match with SQM Group Auto CX

Teleperformance, a leading North American contact center, faced the challenge of accurately measuring customer experience (CX) across all interactions. Their reliance on low-volume post-call surveys made it difficult to reliably gauge performance for agents and teams, while traditional quality assurance systems were not designed to measure customer satisfaction from the customer's perspective. They partnered with SQM Group to validate the accuracy of its AI-powered Auto CX solution.

SQM Group implemented its Auto CX solution, which used AI and proprietary algorithms to analyze call recordings and predict key CX metrics. The results demonstrated a very strong alignment with actual survey data, achieving up to a 96% match for customer satisfaction (CSAT) scores and a 93-94% match for call resolution metrics. This allowed SQM Group to provide Teleperformance with reliable, benchmarkable CX insights across nearly 100% of calls, enabling more consistent agent evaluations and targeted coaching.

Teleperformance