Stella Connect is transforming quality assurance (QA) for call centers by providing real-time, actionable feedback that enhances agent performance. The platform addresses common issues with traditional QA methods, facilitating increased efficiency, improved customer satisfaction scores, and higher QA scores through real-time auditing and unified coaching tools. This innovative approach empowers frontline teams to self-correct and engage in meaningful performance discussions immediately.

1. QA is Broken
How Stella Connect is Reshaping the Future of QA

3. Real-Time Feedback
3
Stella Empowers Frontline Teams to Perform at Their Best
Quality Assurance Coaching

4. Call Center QA Overview
Call center quality assurance is a process to ensure customer interactions are
handled accurately, consistently, and match a company’s desired outcome.
4
Empathy Communication Procedures Compliance Resolution

5. Why QA?

6. 6
Why We’re Rethinking QA
Real-time, actionable QA
has the highest potential to
make a measurable impact on
agent performance.

7. Traditional QA is
BROKEN

8. 8
While over
90% of Stella
customers do QA...

9. ...The traditional approach to QA is broken
9
● Time consuming
● Difficult to pinpoint effective coaching areas
● Subjective
● Calibration sessions are ineffective
● Can’t derive trends
● Current software isn’t intuitive
● Tools are siloed
● Delayed

10. wants to change all that!

11. Stella’s New Tenets of QA
Make QA:
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Real-Time
Actionable
Unified

12. • QA in real-time
• Access reviews as soon as they’re
completed
• Randomly select recent
interactions to review
• Empower agents to immediately
self correct
Real-Time
12

13. Actionable
13
• Add annotations without a
required score
• Add comments to
transcripts
• Use QA reviews to drive 1:1
discussions
• Reporting built directly for
frontline teams

14. Unified
14
• Save CX teams time and money
• Dig into driving factors behind
customer interactions
• Drill into different ticket categories
• Make the most of calibration
sessions
• Provide agent coaching in real time

15. Let’s take a look!

16. “Before Stella Connect,
we were auditing about
4 to 4.5 percent of all of
our service interactions.
In the first two months
of using the QA tool, we
were able to audit 22
percent of interactions
with the same team size.
We saw about a 5x
efficiency gain on the
number of audits we
could get through.”
Miles Dunn
Director of Support at
Peek.com
5X
QA efficiency
gain
7%
Increase
in CSAT
25%
Increase in QA
Scores

17. Stella Connect is Re-imagining QA
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Ability to do QA in real-time
We make QA as actionable as possible to be used for coaching
We are the only solution in the market that unifies the power
of customer feedback, QA, and coaching in one place.

18. For More Information - Request A Demo
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19. Thanks!
stellaconnect.com/request-demo