MaestroQA Testimonials

"We were only looking at two metrics: production and CSAT. They’re both crucial metrics, but they don’t really measure quality. A customer would provide a great CSAT score, but the agent missed a policy or made an exception they shouldn’t have. We realized CSAT wasn’t telling us how an agent was performing—it simply expressed the customer’s sentiment for an interaction.”

“Before we developed a process to measure and influence quality, it was considered a positive coincidental outcome of a great team with a culture of effort. But quality isn’t something that simply happens. To us, quality became something we could influence and actively trigger because we developed a process for that. And this in turn has become increasingly important as you add a new location thousands of miles away from the headquarters.”