![]() Graders are able to listen to calls and provide time-stamped feedback. Our system allows you to set up automated grading assignments to filter Aircall tickets for agent and close date, in addition to custom fields like call length and/or inbound/outbound to identify the most impactful calls to grade. We automatically pull call recordings straight into our platform for easy QA – set up in the click of a button (no developers needed!). The MaestroQA + Aircall integration brings the best of quality assurance to call center managers & leaders. All About the MaestroQA + Aircall Integration The quality score reflects both the experience that the customer had, as well as agent skills that keep the business safe, create exceptional CX, and increase productivity over time. An agent could have excellent productivity, but be scaring away loyal customers. Productivity metrics don’t tell the full picture either. The quality audit of that same interaction, on the other hand, will very vividly show that the cause of the negative CSAT was the customer’s dissatisfaction with the policy - not the agent. In this case, the bad CSAT score is because of the refund policy - not the agent’s behavior. The customer feels frustrated by the interaction and leaves a negative CSAT review. While CSAT and NPS don’t accurately measure agent performance, and only provide insight into a fraction of tickets – QA measures agent performance over a representative, non-biased swath of interactions.įor example: an agent follows procedure to a tee, but ultimately isn’t able to offer an angry customer a refund according to company policy. Unlike traditional support metrics, the QA score is both objective and reflective of the experience the customer is having. No other support metric gives the same level of actionable insights that trusted QA data does. On the other hand, if multiple tickets highlight a bug in the product or issue with the billing system, that feedback can be relayed to the company’s product or finance team. If multiple agents are messing up on the same technical instruction, QA data can help managers plan targeted training to solve the problem. While QA is very granular on the ticket level, QA data on a macro scale offers strategic insights into anything contributing to poor customer experiences. You wouldn’t try to make a hard right at 65 mph in the dark with your headlights functioning at less than 1%, would you? In both cases, you’re in the dark. It’s really important to understand how agents interact with customers – without that information, you can’t make any meaningful decisions about your support team. It can help you understand the relationship between issues people are reaching out about, the way the support team/business handles those issues, and how the customer feels about those interactions. At the highest level of sophistication, QA data can power meaningful changes across the business.With structured coaching programs, this insight leads to improvements in customers’ experiences. Companies use data from the QA process to understand where individual agents and the team as a whole are falling short.Some of our customers include brand values in their scorecard to accomplish this! After a while, teams strive for more than consistency – they’ll strive to make every interaction more aligned with customer expectations and more true to the company brand.Many teams start off hoping to create consistency in every customer interaction, and eliminate negative interactions that result from rapidly scaling a team without enough process in place.So the goal of QA programs can be multifold: With QA, you’re continually reinforcing what matters to your company through comparing customer interactions against your scorecard. Quality assurance (QA) is a process through which managers grade agent-customer interactions against a standardized scorecard – when they do this over and over again, it ensures that customer interactions are all held to the same standard of excellence. This post goes into a lot of detail, and we’ll hit on all the big topics: why quality assurance is crucial for call centers, what’s in the integration, and how Aircall users can get started with the integration today. ![]() We’re excited to formally announce the debut of our integration with Aircall!
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |