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Onboarding Matters

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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

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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CURATED FROM

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jiltur

Higher education lecturer

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