Solidroad

“We couldn’t afford to spend time manually reviewing training exercises or agent interviews.”

“New hires were scared to really dig into troubleshooting because they didn’t want to make a mistake. We needed a way to help them shake that hesitation before dealing with real customers.”

“We now know agents meet our quality bar before they ever touch a customer. That's the difference.”

“We’re now focusing on bringing the scorecard up to our standards. Solidroad helps us spot broader trends in quality across the team.”

“Solidroad offers a customizable, trainable scorecard and more advanced AI-driven feedback features than what we’d seen elsewhere.”

“The workload of our T&Q team was too high. We were spending too much time on manual quality evaluations and couldn’t get a full picture of performance.”

“Solidroad is simple but powerful. It’s already changing how we score and support our team.”

“In such a fast-paced environment, staying aligned and agile as a team is tough, especially with a small QA and training team like ours.”

“We now have visibility into quality across 100% of interactions, not just a sample. And when we find gaps, we can verify they're fixed before they affect more customers.”

“We have complete visibility into quality across hundreds of thousands of conversations. We can verify agent readiness before it impacts customers.”

“New support agents struggled with the transition from training to real customer interactions, impacting both CSAT and handling time.”

“We validate that agents meet our quality standards before they handle live tickets. The result is faster resolutions and better outcomes.”

“Quality is now consistent across every region. Every agent is validated against the same standards.”

“We now have consistent quality data across all our global operations. We can validate that agents meet standards before deployment, regardless of region.”

“We were stuck using traditional methods that just weren’t keeping up with our growth. On top of that, we lacked real data to measure success, which made it hard to refine our approach and improve training outcomes.”

“Too much time was spent by team leads on QA tasks, and bias impacted results. We weren’t focusing enough on coaching or team performance.”

“We chose Solidroad for the quick integration with our tools and the support from the team during the trial.”

“Team members are happy that quality is now representative of 100% of their work, and not just a lucky or unlucky sample.”

“We finally have consistent visibility into quality across every region. And we can verify readiness before agents go live, not after.”

“We validate that reps meet our quality standards before they're certified to handle customers - not just that they completed a course.”

“One-on-one training is great for feedback, but at scale, it became a major bandwidth issue.”