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Why Pay for a Quality Management Platform? (When Spreadsheets are Free)

July 31, 2019

If you’re reading this, you’ve probably asked yourself this question before – and it’s a good question to ask.

Ten or 15 years ago, it was the norm for companies to use softwares that allowed them to QA phone calls and nothing else. And this was fine because customers weren’t demanding omnichannel support from brands.

But now that support teams use omnichannel support platforms, call center QA technology has fallen behind. And many support teams cleverly built out rubrics in spreadsheets to make sure they were still running a QA process (because there was no technology to support it.)

MaestroQA was initially created to replace these spreadsheets for the QA workflow on support teams.

The reason that our customers are okay with continuing to spend money on our platform are multifold, but there are some main commonalities:

Better QA Programs Improve Customer Satisfaction:

Our customers see an increase in CSAT because they have a better understanding of how agents are performing, and can give way better feedback in 1:1s.

QA Platforms Improve Efficiency:

A SaaS platform reduces the time that it takes to run the QA process by half – that’s a lot of time saved. They either use the extra time to grade more, or the increased efficiency allows them to not have to hire more people.

In the switch from spreadsheets to QA software…

Freshly improved CSAT from 86% to 96%.
Clever decreased the number of hours it took to  QA an agent’s work by 67%.
Harry’s saw a 50% decrease in the amount  of time spent on the QA process.