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How to create a successful onboarding process
Why onboarding is crucial for customer retention
How to measure the success of onboarding
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 your rubric and discuss quality as a team. Listen to your team's perspectives and understand together what quality service looks like.
- Train reviewers on giving good feedback that is specific and includes suggestions for improvement.
- Begin your chosen review process and pay attention to any confusion or training issues.
- Share feedback and take action.
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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 ...
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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.
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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.
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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.
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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...
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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...
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