MaestroQA

Quality Assurance

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Allow QA managers to listen to call recordings and provide targeted feedback to agents.

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MaestroQA

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Enhance agent productivity and performance through data-driven coaching and feedback

Benchmark agent performance across omnichannel Quality Assurance

Understand how customer experience is affected by support or factors outside agents’ control, and know how to resolve those issues

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MaestroQA is an omnichannel customer service quality assurance platform. Its flexibility allows support teams to design quality programmes tailored to their business objectives. It helps managers increase efficiency and training, and supports the team as a whole with CSAT, FCR, and AHT.

MaestroQA + Aircall

MaestroQA is a cloud-based, omnichannel platform that enables QA managers to listen to call recordings and provide targeted feedback to agents. The ticket auditing workflow is efficient, focused, and leads to more effective agent coaching to improve support KPIs including CSAT, FCR, and AHT.

Key Benefits

Omnichannel QA

Assess customer interactions across phone and other support channels, and view reporting across all channels and team members. (Enhance CX & Agent Productivity)

Call Annotations

Leave time-stamped feedback on customer service calls to deliver actionable and effective coaching for agents. (Enhance CX & Agent Productivity)

Reporting

Customers use reporting features to identify key areas for improvement for both individual agents and the team as a whole. (Make better, data-driven decisions)

Automated Grading Assignments

Automated grading assignments ensure graders receive the correct tickets at the right time, and can highlight the tickets that will significantly impact your quality programme. (Drive efficiency)