Learn more about marketingandsales with this collection
How to create a successful onboarding process
Why onboarding is crucial for customer retention
How to measure the success of onboarding
Select a quality assurance tool
A simple spreadsheet scorecard is better than not reviewing interactions at all. However, if a spreadsheet is no longer working because of higher volumes, larger teams, or a need for better reporting, consider one of the customer service quality assurance tools on the market.
Key considerations include:
- Does the tool support the style of review you want to do?
- Will it integrate with your help desk?
- Will the reporting options help answer your questions?
- Can it identify the types of conversations you are interested in reviewing?
11
31 reads
MORE IDEAS ON THIS
Roll out your new quality assurance process
Launching a successful QA process needs the right environment for the team and training on how to review effectively.
- Build trust and psychological safety within the team to help with identifying and improving quality issues.
- Share...
11
23 reads
Select a quality assurance review process
Quality assurance can take many forms. The right choice will depend on your team size, conversation volume, and resources.
Four common options include:
- Leader reviews. Team leaders review their direct reports' work or a manager reviews work ...
13
26 reads
Consider which conversations you'll review
You cannot realistically review every customer interaction. Below are some suggestions, so use what works for you.
- Random sampling. Pick whichever conversations pop up from your QA tool.
- New team members' conversations.
12
31 reads
Define customer service quality for your company
Collect data from the following sources:
- Your company and team values.
- Your customer service vision or philosophy.
- Existing CSAT and NPS comments that focus on positive or negative customer service interactions.
15
56 reads
Measuring the quality of customer service
Customer satisfaction and customer service quality are not the same things.
A smiley face in your post-service feedback survey does not mean you gave your customers great service. They might love the product and consider the service okay enough. Or they...
11
46 reads
Create a customer service quality rubric
A rubric is a list of criteria that you can measure a customer service answer against.
A rubric might include these areas:
- Voice, tone, and brand: Does the answer feel like it comes from our company?
- Knowledge and ac...
20
72 reads
CURATED FROM
CURATED BY
Related collections
More like this
How to study 📚🦋💻📑
Get organized
- Carry a homework planner at all times. Entering homework, projects, tests and assignments as soon as they are assigned will make sure they aren’t forgotten about.
Pay attention in class
- It’s important to concentrate and avoid distractions when t...
Read & Learn
20x Faster
without
deepstash
with
deepstash
with
deepstash
Access to 200,000+ ideas
—
Access to the mobile app
—
Unlimited idea saving & library
—
—
Unlimited history
—
—
Unlimited listening to ideas
—
—
Downloading & offline access
—
—
Personalized recommendations
—
—
Supercharge your mind with one idea per day
Enter your email and spend 1 minute every day to learn something new.
I agree to receive email updates