Blog Home

AllTop Stories
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Quality Assurance

MaestroQA's Aircall Integration: Bring Your Calls to Life

August 1, 2020
0 minute read

We’re excited to formally announce the debut of our integration with Aircall! 

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. 

What is Quality Assurance? 

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. 

With QA, you’re continually reinforcing what matters to your company through comparing customer interactions against your scorecard. So the goal of QA programs can be multifold: 

  • 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.
  • 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. Some of our customers include brand values in their scorecard to accomplish this!
  • Companies use data from the QA process to understand where individual agents and the team as a whole are falling short. With structured coaching programs, this insight leads to improvements in customers’ experiences. 
  • At the highest level of sophistication, QA data can power meaningful changes across the business. 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.

Why is QA Crucial for Call Centers? 

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. 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. 

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. 

If multiple agents are messing up on the same technical instruction, QA data can help managers plan targeted training to solve the problem. 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. 

No other support metric gives the same level of actionable insights that trusted QA data does.  Unlike traditional support metrics, the QA score is both objective and reflective of the experience the customer is having. 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. 

For example: an agent follows procedure to a tee, but ultimately isn’t able to offer an angry customer a refund according to company policy. The customer feels frustrated by the interaction and leaves a negative CSAT review. In this case, the bad CSAT score is because of the refund policy - not the agent’s behavior. 

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.

Productivity metrics don’t tell the full picture either. An agent could have excellent productivity, but be scaring away loyal customers. 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.

All About the MaestroQA + Aircall Integration

The MaestroQA + Aircall integration brings the best of quality assurance to call center managers & leaders. We automatically pull call recordings straight into our platform for easy QA – set up in the click of a button (no developers needed!).  

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. Graders are able to listen to calls and provide time-stamped feedback.

Teams that QA calls with MaestroQA + Aircall are seeing increased efficiency, increased agent performance, and better customer experiences across the full lifecycle. Here’s how: 

Increased Efficiency in the Call Auditing Process 

When MaestroQA is used in tandem with Aircall, managers can grade phone conversations in a more efficient and targeted way by speeding up the call and leaving annotations for agents with pinpointed areas of improvement. Time-stamped feedback on customer service calls provides fodder for actionable and effective agent coaching, showing agents exactly where things are going well, or need to be workshopped. 

Better Data, Better Coaching, Better Benchmarking Across Channels

Through MaestroQA’s automated workflows, QA managers can grade Aircall recordings alongside other support channels. Then, QA specialists can slice and dice agent and team analytics to identify coaching opportunities on the team or agent level. 

You can compare how your phone interactions are going relative to, say, chat, or see which of your agents are most skilled on the phone. This will give you a better understanding of your team’s holistic performance.

When paired with a great agent coaching program, this information will really make an impact on your customers’ experiences. Your MaestroQA CSM can help you set that up. 

How to Get Started with Call Center QA

Now that you’re an expert on QA - it’s time to get started! 

We integrate with Aircall in the click of a button - no developers or coding required. The integration is available through Aircall’s App Marketplace.

View all of our other integrations here.


Previous Article

Mastering Customer Interactions in the Age of DSAT

The Essential Guide to Chatbot Quality Assurance: Ensuring Excellence in Every Interaction

Navigating AI Implementation Strategy in Customer Experience: Risks and Strategies

Elevating Call Center Performance with Six Sigma and MaestroQA

Elevating Business Excellence Through Non-Customer-Facing QA: A Strategic Imperative

Elevating Trust and Safety through QA: How TaskRabbit Sets the Standard

Unlocking Superior CX: The Bombas Blueprint for Quality and Coaching

Unleashing the Power of Customer Conversations: Top 6 Tech Trends Revealed at the CX Summit

Important Factors to Consider when Exploring Sentiment Analysis in Customer Support QA: A CX Community Discussion

Agent Empowerment: 5 Tactics for Customer Retention from Industry Leaders

Mastering Agent Onboarding: Quality Assurance Lessons from ClassPass

Driving Business Impact with Targeted QA: Insights from an Expert

The Transformation of QA: Driving Business Results - Key Takeaways from MaestroQA’s CX Summit

How Angi Unlocked Growth and Continuous Improvement with QA

De-Villainizing QA Scorecards with Hims & Hers Customer Service

How to Revamp QA Scorecards for Enhanced Quality Assurance

The Art of Outsourcing Customer Support: Lessons from Stitch Fix's BPO Partnership

Writing the Auto QA Playbook & Transforming Customer Support

Advancing Customer Service Metrics with AI Classifiers

MaestroQA Named One of Comparably’s 2023 Best Workplaces in New York for the Second Consecutive Year

How to Maximize Call Center & BPO Performance | MaestroQA

MaestroQA Named on Comparably’s Best Workplaces in New York

CX Strategy: The Future of AI in Quality Assurance

Elevating Customer Satisfaction with Visibility & Coaching

Champion-Challenger Model: Improve Customer Service In BPOs

5 Key Strategies to Supercharge Your BPO Partnership

How Customers Collaborate with Their BPO Partners Today

Kick Start Your Customer Service BPO Partnership Successfully

BPO Call Centers: Best Practices for Quality Assurance

Empathy in Customer Service: Everything You Need to Know

Call Calibration: What is It & What are the Benefits?

Increase QA Team Alignment with Call Calibration & GraderQA

Measuring An Organization's 3 Ps: People, Process and Product

How to Onboard Your Customer Service Team to a New QA Program

Average Handle Time (AHT): How to Calculate & Reduce It

Should You Have Dedicated Quality Assurance Specialists?

The Top 4 CX Books Recommended by Our QA Community

How Top eCommerce Brands Ensure Exceptional Customer Service in a Remote World

21 Key Customer Experience Definitions for QA Professionals

5 Key Components of a Remarkable Customer Service Experience

Customer Service Management 101: Everything You Need to Know

A Guide to Customer Service Quality Assurance Programs

The Ultimate Guide to Improving First Call Resolution (FCR)

The Key to Customer Service Coaching Is More Data (and Fewer Opinions)

How to Refresh Your Call Center Quality Monitoring Scorecard

How to Update Your QA Scorecard

The 9 Customer Service KPIs Needed To Improve CX

3 Ways to Test Your Call Center Quality Assurance Scorecard

Leveraging Customer Sentiment to Improve CX in Call Centers

This Is What an Effective Customer Service Coaching Session Looks Like

What is DSAT and 5 Steps to Improve It

Customer Experience Management and Quality Assurance Jobs

How Deeper CX Analytics Lead to Better CSAT | MaestroQA

Achieving Effortless Customer Experiences (CX) with QA

How to Create an Omnichannel Call Center Quality Assurance Scorecard

Beyond Low CSAT Scores: Finding the Root Cause of Poor CX

Customer Service Coaching 101: Improve Agent Performance

Build the Ultimate QA Scorecard Process for Email and Chat

MaestroQA's Aircall Integration: Bring Your Calls to Life

Call Center Quality Assurance with Zola and Peloton

Auto-Fail in Call Center QA: What It Means and When to Use It

Why Poor Agent Experiences Happen (and How to Fix Yours)

20 Call Center Coaching Tips to Boost Agent Performance

Why Getting Buy-in for Quality Assurance is Essential

Setting Up a Grading Cadence for Your QA Scorecard

How to Avoid Bad Customer Service as you Scale your Business

Building a New Call Center Quality Assurance Scorecard

What CX Leaders Need to Know About Ecommerce Industry Trends

Call Center Cost Per Call: How to Calculate & Reduce It

6 Tips to Automate Your Customer Service Management Process

Quality Assurance and Training with Seismic Learning & MaestroQA

11 Customer Service Training Ideas and Skills for Your Agents

The Past, Present, and Future of Quality Assurance

고객센터 품질관리를 위한 QA전문가가 꼭 필요할까요?

Improve CSAT Scores: Understanding Your Experience Blindspot

What CX Leaders Need to Know About Security and Compliance

Streamline Your Call Center's QA Program With 4 Key Features

How Customer Experience Teams Can Impact a Company's Brand

Customer Loyalty vs. Customer Retention: Which Matters More?

Empathy & Authenticity: Customer Service Skills to Improve CX

How High-Performing CX Teams Build Accountability

Five Questions to Jumpstart your QA Scorecard Research Process

How to Improve Call Center Agent Performance: 6 Key Tips

3 Ways to Improve Your CSAT Score through Quality Assurance

3 Strategies on How to Increase Customer Loyalty

A Guide to Net Promotor Score (NPS) for Customer Service

Reasons for Call Center Attrition Rate and How to Reduce It

Voice of the Customer (VOC): A Guide for Great CX Teams

What’s Really Behind Your CSAT Scores? Diving Deeper

How CX University Improves Brooklinen’s Agents Performance

Understanding Customer Effort Score (CES) & How to Measure It

Improving the Customer Experience with DSAT Scores

5 Tips for Customer Service Coaches in Call Centers

Your Most Important CX Metric Is Your QA Score - Here's Why

How Agents Can Make the Most of Customer Service Coaching

How to Grade Customer Service Calls

Why Top-Performing CX Teams Focus on Workforce Engagement

Improve Customer Satisfaction with a CX Quality Management Program

Customer Service Training and Quality Assurance – How Lessonly and MaestroQA Close the Loop

How to Calculate CX Quality Assurance Scores