Blog Home

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

MaestroQA Named on Comparably’s Best Workplaces in New York

March 22, 2023
0 minute read

As the use of Artificial Intelligence tools continues to grow in the Quality Assurance world of CX; organizations wonder if all-in AI tools can provide greater customer satisfaction, deliver stronger measurable results, and maximize efficiency more so than manual QA programs. 

To determine if there is value in adding AI to your QA program, organizations must clearly understand the value of their manual QA program and use it as a benchmark to measure the effectiveness of an AI-based QA program. Rather than solely focusing on the cost factor, organizations should also compare the quality and accuracy of their manual QA program to the quality and accuracy of an AI-based QA program.

In this blog, we’ll reflect on three common patterns shared by Vasu Prathipati, CEO of MaestroQA, and uncover the critical role that manual QA programs play in streamlining processes, reducing costs, and improving customer satisfaction. By understanding these patterns, you can determine if manual QA programs are best utilized to improve customer satisfaction and deliver more actionable results.

Manual QA Programs: Key to Understanding and Measuring Agent Performance

Manual QA Programs: Understand + Measure Agent Performance

“One of the common patterns that I noticed while researching why our customers come to us and what problems they were facing in their world was around understanding and measuring agent performance,” said Prathipati. "Our customers found that while productivity metrics can track how much work an agent does, they don't always capture the quality of that work, or they found that using productivity metrics to incentivize behavior could be problematic.

Furthermore, Customer Satisfaction (CSAT) surveys were not always reliable indicators of high-quality customer service or support performance because they didn’t always consider the process involved.” 

For example, “say you have 100 agents that support 40,000 customers per person, and you’re spending $4,000,000 on your support team; what would happen if a QA metric for agents didn't exist, or what would happen if you add one?”

Understanding and measuring agent performance accurately is mission-critical. We have heard stories of customers letting go of the highest-performing people because leadership was using metrics that didn’t reflect people’s work accurately!

Manual QA Programs: Key to Managing and Measuring BPO Performance

Manual QA Programs: Manage and Measure BPOs

The second pattern that Prathipati noticed in his research on why customers come to MaestroQA is that they want a new way to manage their BPOs or outsourced call centers. “Sometimes customers don't have a quality program at all, but they want a QA program to manage their BPOs, or sometimes the BPO has their own quality program, but customers are finding that the BPOs quality scores are all at 97 to 98% score, but that’s not the real reality, so they want to take more control of the QA program internally so that they can hold their BPOs accountable to these quality metrics. Imagine that you have a BPO and they have 200 agents there that are paid $20K per year; that’s $4,000,000 per year to that BPO. What would happen if a QA program didn't exist to manage that BPO, or if you add one?” 

Prathipati suggested another way of looking at it: “What if your manager didn't have 1:1 meetings with you, or if you’re a manager and didn't have 1:1’s with your direct reports? How would that impact the productivity and work quality of the team? The same concept applies to managing and optimizing your BPO agents.

How are some of the world’s industry-leading companies leveraging MaestroQA to manage their BPOs?

One of the fastest-growing direct-to-consumer underwear and apparel companies has a fully outsourced support team but utilizes MaestroQA for its QA program. The result: a 99% CSAT and their BPO agents are bonused based on QA performance. 

Here’s another one– a leading food delivery app made training and development for outsourced agents a central part of their BPO partnership strategy. By leveraging MaestroQA, they created a detailed training and agent development plan that gives BPO agents the skills and support they need to provide excellent customer experiences. They even implemented a rigorous onboarding certification program required for all new BPO agents to complete. “We’ll guide teammates through to retrieve that certification,” said the company’s Quality Assurance Lead.


Manual QA Programs: Key to Root Cause Analysis With QA As Its Foundation

Manual QA Programs: Perform Root Cause Analysis

Lastly, Prathipati revealed that people come to MaestroQA because they want to invest in a quality program that allows them to do deeper root cause analysis. “We hear from our customers that their CSAT metrics are down, but they don't know why. Or they notice that AHT is going up, and they don't know why, or they have a goal to reduce contact volume, but they don't know what's really driving an increase in these contact volumes, or they’re seeing a spike in escalations but don’t understand why they’re seeing this spike. Is it because they have new agents? If so, why do they have new agents? Are there retention issues?” Customers use manual QA programs to dive deep into these issues and complete a true root cause analysis. 

“A manual QA program and a good QA scorecard,” said Prathipati, “is a great way to do these deep dives.”

During another research call that Prathipati conducted with a top-tier on-demand provider, the Senior Customer Service Operations Manager said: “my QA analysts are in the MaestroQA tool all day. I get feedback that they don’t have to listen to a call more than once because they can go back and read a section they had a question about. So, I'd be pretty confident that's saving them time. I like that with MaestroQA, we're leveraging data from multiple sources to build rules showing insights about the business.”

In the end, Prathipati said, “we’ve talked about three common patterns and the challenges that manual QA programs help organizations overcome, so when you’re thinking about layering in AI, it’s important not to look at your QA program just as a cost, but to look at the current value that it’s delivering. So much so, “that when you invest in a technology such as AI, is it clearing that bar? It needs to be delivering more value than your current quality program. So it’s a one plus one equals three situation.”

If you would like to learn more about MaestroQA, request a demo today.

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