When it comes to QA, there’s often a disconnect between internal quality standards and actual customer feedback. Help QA managers take the guesswork out of QA by incorporating customer feedback into your evaluation process.

QA reviews tend to pile up at the end of the month, which means agents are receiving feedback on tickets they’ve since forgotten. Enable managers to launch QA in real-time to provide feedback while interactions are still fresh in the agent’s mind.

Agents are often concerned that a small, random sample will not be representative of their overall performance. QA managers sometimes even allow biases to sneak in when reviewing agent performance. Remove cynicism from the process by leveraging high volumes of customer feedback in addition to QA reviews.

Stella Connect allows QA managers to make annotations on interactions that don’t warrant a full review, or launch a full review from any interaction. This is not only a better use of time, but also provides a more holistic view of agent performance.

Too often QA reviews are shared with no real action plan or accountability. Stella Connect lets QA managers add specific action items and share them directly with agents. Action items appear in individual agent feedback streams, so they stay top of mind throughout the day.