If you’re looking for ways to improve the quality of your customer service, you’ve probably already met conversation reviews — systematic internal customer service reviews. You cannot know how your team communicates with the customers, unless you look at the actual conversations they are having.
However, if you have thousands of tickets coming in every month, it could take days to analyze it all. Luckily, we've got some tried and tested internal customer service best practices that can help you get internal reviews done in a matter of minutes.
Internal reviews can be done in the form of manager reviews, self-reviews, and peer reviews. Each have their own pros and cons, but peer reviews are definitely by far the most time-efficient ones.
Oftentimes, you’ll find that managers are obsessed with the quality of customer service, but unwilling to let anyone else do internal reviews. I’d say that if you cannot trust your team to review each other’s work, you’ve probably got other issues to deal with.
Peer reviews have proven themselves in many ways. They boost team morale, improve cooperation, and they’re great time-savers.
It’s really a numbers game. Let’s say you receive 3000 tickets per month and you want to analyze 20% of your total volume. How much time would it take for one person to review 600 tickets? By spending just 2 minutes on each case, it would take 20 hours every month to give internal feedback.
Now, if you distribute the load between your 15 agents, each would have to dedicate 4 minutes every day 5 days a week to get this job done.
So, if you don’t have an army of conversation reviewers at hand, stick to the good old teamwork.
You are already saving heaps of time by switching to peer reviews. Next up, you should bring speed and efficiency into the review process itself.
There is one piece of advice that will do the trick: use a common scorecard. Scorecards provide a list of aspects that reviewers have to rate for each ticket. You can use rating categories like “solution”, “empathy”, “product knowledge”, etc.
Without these guidelines, it will take a lot of time to provide proper feedback. For example, imagine having to rate a conversation that showed remarkable empathy, but provided incorrect product information and solved only half of the customer’s issue. What’s the ticket score on a scale from 1 to 10?
It’s a lot easier to conduct reviews if you do not have to figure out scorecards and formulas in your head. With a proper scorecard, giving positive and negative ratings to conversations in predefined categories should not take more than a few minutes.
What’s more, scorecards will not just make the review process faster, they will also make the quality of your conversations countable and comparable through time.
Before you can start reaping the fruits of peer reviews and scorecards, set up an efficient customer service review procedure:
- Create a central repository for conversation reviews. That’s the place where all reviewers submit their feedback and where agents can read it. For smaller teams, a neat spreadsheet might be enough.
- Create a scorecard and distribute it to the reviewers. If you’re into spreadsheets, you can link individual scorecards with the cells in your central repository to avoid manual data copying.
- Distribute cases among the reviewers. Let your spreadsheets or tools automatically create random samples of cases for each reviewer.
- Collect and analyze results. Calculate ticket review scores and compare the results by agent, period of time, or other criteria.
If your team outgrows spreadsheets, you can look for conversation review tools that help you manage all these aspects. These tools reduce the time spent on managing conversation reviews, and usually come with other great features, such as integrations with other apps.
One of our favorite perks about the Klaus-Slack integration is knowing that agents actually read their feedback. It’s a lot easier to miss a few cells in a spreadsheet than to ignore a bot that is constantly reminding you about the reviews you’ve received.
Once you’ve set up your conversation review tools and integrations, you’re all set for saving yourself hours of work on internal customer support feedback.
Implementing internal customer service peer reviews with common scorecards and efficient workflows can work wonders. So, don’t be surprised if you see the amount of time spent on reviews go down, while the quality of your customer service shoots up. Can’t say I didn’t warn you. Read more: Customer Service Quality Assurance (QA) Software Guide for 2020
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