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- Customer issue resolution (Resolution Rate or RR) sat at 59.5%.
- First Contact Resolution (FCR) was low at 57.8%.
- Agent workflows were outdated, creating inefficiencies that led to customer escalations, repeat contacts, and executive-level complaints.
Redefining QA: Beyond Agent Performance
Redefining Performance Excellence in QA
Numbers can only tell part of the story. They highlight trends but don't provide the "why" behind performance changes. The critical insights—the anecdotes and details—are what help leadership make high-quality decisions. Sometimes, we find that the numbers are misleading, and only by digging deeper do we uncover the truth.
By analyzing the details through MaestroQA, companies can power their core values of continuous learning and efficient execution, using data and insights to continuously improve and make informed leadership decisions that enhance the overall customer experience.
The Evolving Role of QA
QA teams are no longer just monitoring agent performance. They are the frontline of understanding how processes, behaviors, and systems impact customer satisfaction.
MaestroQA empowers companies to transform their quality programs from random audits to targeted inspections, using data to analyze behaviors, processes, and product changes. This shift not only drives performance but also builds customer trust.
Case Study: Transforming QA for a Global Tech Company
In late 2023, a global fintech company faced multiple challenges:
As the company shifted more customer interactions to bots and AI, the remaining human agent support became more complex. Human Quality Assurance (QA) was needed to scrutinize the outputs of both machines and humans.
Key Goals: Driving Business Impact with QA
Improve Customer Experience
- Pinpoint opportunities to improve First Contact Resolution (FCR) and Resolution Rate (RR).
- Reduce negative sentiment to foster customer loyalty and boost retention.
Enhance Bot and AI Performance
- Audit chatbot and AI outputs to enhance performance and ensure accurate, seamless responses.
Streamline Agent Processes
- Identify inefficiencies in processes and redesign workflows to empower agents and reduce friction.
Mitigate Risk Proactively
- Detect and address security and compliance vulnerabilities before they escalate.
Reduce Operational Costs
- Minimize Average Handle Time (AHT) and decrease unnecessary transfers to improve efficiency.
Strategy for Transformation with MaestroQA
To address these challenges, the company partnered with MaestroQA to revamp their quality assurance strategy, moving away from random audits and focusing on targeted, high-impact areas. This strategy was designed to generate actionable insights that directly improved customer satisfaction and operational efficiency.
1
Shift from Assurance to Analysis
Using MaestroQA's tools, the company moved from simply maintaining current standards to actively analyzing and uncovering root causes of issues. The QA team prioritized targeted audits that revealed critical process gaps, reducing the focus on random sampling and shifting toward deep insights that could be acted upon quickly.
2
Continuous Improvement Through Data
QA scores were no longer used solely as performance metrics. Instead, data from MaestroQA was leveraged by Operations and CX teams to identify and fix problem areas, creating a continuous feedback loop. This helped the company assess the entire customer experience and enhance it through real-time improvements.
3
Empowering Team Leads
Through MaestroQA, Team Leads gained visibility into their agents' performance via screen captures and KPI heat maps. Armed with this information, Team Leads were able to coach more effectively and hold their agents accountable to higher standards. MaestroQA's automated reporting also allowed Team Leads to receive immediate notifications when outlier metrics required attention, ensuring rapid response and correction.
Primary Initiatives for Performance Excellence in QA
Focus Shifted to Targeted QA Audits
80% of QA work was refocused on high- impact audits, with only 20% dedicated to random sampling. This shift allowed the company to concentrate on what matters
most: improving the customer experience through targeted deep dives and corrective actions.
Replacing QA Scores with Component Metrics
A single QA score can mask deeper issues. The company adopted component metrics to identify and address underlying problems, such as process adherence or soft skills, that directly impacted customer
satisfaction.
Centralized Reporting in MaestroQA
Through the MaestroQA Performance Dashboard, all agent and team manager reporting was centralized. This included WFM (Workforce Management) metrics and training effectiveness. Reporting ensured complete visibility, allowing the company to auto-assign coaching sessions to Team Leads when specific metrics signaled the need for intervention.
Making Critical Errors Actionable
The company significantly reduced the list of critical errors (CEs), prioritizing only the most impactful defects. These CEs were then made actionable by leveraging MaestroQA's targeted audit strategies, driving continuous improvement and accountability.
Additional Incentives
AI Integration for Smarter QA
AI, through MaestroQA, was used to identify areas of concern, flagging hotspots for further inspection. AI-powered analysis allowed the company to complement human-led QA efforts, ensuring that no critical issue went unnoticed.
Team Lead Excellence Program
Through MaestroQA, the company launched a certification program for Team Leads. This program focused on empowering Team Leads to up-level their coaching skills and ensuring they had access to all tools necessary for conducting audits and delivering coaching. High-performing Team Leads became standard-setters, shaping expectations and driving team success.
Ideal State of Performance Excellence
- Product Launches and Changes Audited for Success: Product launches or updates are certified through QA audits and incubation, ensuring that new processes or products meet performance criteria before being rolled out to all agents.
- Continuous Improvement Through Feedback: Constant evaluation and improvement occur via feedback loops, triggered when key metrics indicate issues, ensuring processes are optimized over time.
- Customer Retention and Churn Management: QA insights will highlight behaviors that impact customer retention and churn, empowering the company to take proactive steps to increase customer loyalty and minimize churn.
Results Achieved Through MaestroQA
35% Improvement in Resolution Rate (RR)
20% Reduction in Average Handle Time (AHT)
12% Increase in Customer Satisfaction (CSAT)
The focus on targeted audits allowed the company to identify and resolve key issues, leading to faster resolution times and improved RR metrics.
Ready to Elevate Your QA Strategy?
MaestroQA enables companies to move from reactive to proactive, using targeted audits, AI-powered insights, and continuous feedback loops to transform their business operations. To learn how MaestroQA can help you achieve performance excellence, contact us today!
Guide
Redefining QA: Beyond Agent Performance
Transform QA into a strategic tool for leadership. Learn how targeted insights and proactive risk management can elevate decision-making and protect your business. Download the PDF verion of our guide for key strategies and actionable steps.
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