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Maestroqa

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"Enhancing call center services through QA automation."

This company offers tools to improve call center services by automating quality assessment (QA) processes. They provide customizable reporting, scorecards, and integrations with popular platforms like Salesforce and Zendesk. Their software also assists with transcription, root cause analysis, coaching workflows, and performance dashboards to elevate agent performance and customer satisfaction.
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Maestroqa's Website Claims...
Our AI found these claims on Maestroqa's website.
Tailored insights visualization
MaestroQA claims that their report builder provides tailored insights through extensive data visualization to enhance decision-making.
Efficient AI calibration
MaestroQA claims that their AI platform offers efficient AI calibration, enabling deeper data analysis and improving QA processes.
Automated quality metrics
MaestroQA claims that Auto QA provides automated quality metrics on 100% of support interactions to ensure comprehensive QA oversight.
BlurbSTAR Case Study
Etsy & MaestroQA
MaestroQA significantly improved Etsy's customer support effectiveness.
14%
Higher QA scores for agents
66%
Lower multi-group solve rate
1.
Situation
Etsy faced customer support challenges
→
Global eCommerce brand with diverse interactions
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High agent count but inconsistent support
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Ineffective one-size-fits-all support approach
Etsy, a globally recognized eCommerce marketplace with over 60 million active buyers and 3 million active sellers, was struggling to maintain customer satisfaction due to inconsistent support interactions. Despite a large team of over 500 agents providing assistance via phone, email, and live chat, the customer experience team faced the challenge of delivering consistent and high-quality support. The primary approach relied heavily on email scripts and templates, suitable for general efficiency but inadequate for the unique needs of diverse buyers and sellers. This one-size-fits-all method resulted in declining customer satisfaction scores (CSAT). Recognizing the limitations of their current methods and the diverse requirements of their community, Etsy aimed to elevate their support quality by revisiting their training and QA processes. The realization that QA on its own wasn't sufficient led to the exploration of more tailored solutions.
2.
Task
Refine QA and training programs
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Develop dual-track initiative
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Align QA with training improvements
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Use QA insights to drive change
The key task for Etsy was to develop a solution that would enable its customer experience team to offer consistent and high-quality customer support. The approach involved a dual-track initiative to enhance their quality assurance (QA) program and establish a formal training system for new agents. Despite the implementation of a new two-week training program, Etsy needed a strategy that would tightly link these training efforts to tangible improvements in customer experience. This entailed using QA insights not just for scorekeeping but to drive substantive changes in behavior. Natasha Lende, Etsy’s Training & Support Content Manager, acknowledged the need for a more complex solution than just traditional training or QA, highlighting that data-driven insights could form the foundational basis for noteworthy changes. Ensuring the alignment of QA data with agent training and readiness became a priority task.
3.
Action
Implement QA-driven coaching program
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Implemented data-driven QA insights
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Focused on personalized supervisor coaching
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Automated agent certification and training workflow
Etsy addressed the challenges by leveraging MaestroQA for data-driven insights, leading to tailored coaching and agent certification. By focusing on supervisor coaching rather than traditional training, Etsy could offer personalized guidance that catered to each agent’s specific needs. With QA insights identifying coaching opportunities 98% of the time, Etsy capitalized on these insights to refine agent performance. Integrating Lessonly with Zendesk and MaestroQA, Etsy established an automated certification process that ensured agents were well-prepared before engaging with customers. The comprehensive, four- to six-week training period allowed agents to learn Etsy's operational nuances, improving their confidence and proficiency. This strategic approach allowed Etsy to tailor support training to individual agent needs, thus enhancing effectiveness and alignment with customer expectations.
4.
Result
Significant enhancement in performance metrics
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66% reduction in multi-group solve rate
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14% higher QA scores for certified agents
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Improvement in Customer Effort Score
The result of Etsy's enhanced QA and agent certification approach was a marked improvement in agent performance and operational efficiency. Certified agents saw a 66% reduction in the multi-group solve rate, meaning issues were resolved faster with fewer resources. Additionally, the average QA scores for certified agents rose by 14%, outperforming their uncertified counterparts. There was also a notable improvement in Etsy's Customer Effort Score, indicating a smoother customer experience across all support channels. The company recognized the effectiveness of these integrated changes, with their management team acknowledging both improvement in quality metrics and company-wide cost savings. These advancements underscore the value of tailored agent coaching and integrated QA analytics, contributing to a more seamless and satisfactory customer experience.
Keywords
ETSY CUSTOMER SUPPORT
MAESTROQA SOLUTIONS
AGENT PERFORMANCE IMPROVEMENT
CUSTOMER EXPERIENCE
QA ASSURANCE
TRAINING SOLUTIONS
ECOMMERCE EXCELLENCE
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