Conversation Review Rating Categories: General or Granular?

QA & Conversation Reviews2 MIN READDec 10, 2018

Conversation Review Rating Categories: General or Granular?

By default, your Klaus account comes with three rating categories and commenting options. The idea behind that is to have basic categories to review the overall quality of the customer service interaction. It's where you can explain what you liked about the response and what you would have done differently.

If you want to focus on specific aspects, you can add as many categories as you deem necessary. You can rate the tone, format, rapport with the customer, use of screenshots, answers to possible follow-up questions, and much more.

Just because you can, doesn’t mean you should

Rating a ticket with your basic categories takes just a couple of minutes. For each category, you select:

  • Thumbs up for a good conversation;
  • Thumbs down for responses that need improvements;
  • Neutral/no rating to skip a ticket.

However, rating one ticket with seven categories takes 10-15 min - and seven decisions. You’ve just turned a quick and informative ticket review into a chore, a chore that triggers Decision Fatigue. Be careful with that.

What is Decision Fatigue and why does it matter?

In decision making and psychology, decision fatigue refers to the deteriorating quality of decisions made over a long period of time. It is now understood as one of the causes of irrational decision making.

For instance, judges in court are said to make decisions of poorer quality later in the day.

If you expect yourself, or your team, to make more than 10 rating decisions for every single ticket review, you are setting yourself up for failure. After a short time, you’ll mechanically click through those categories without focusing too much on the content.

10 tickets suddenly means 100 mini-decisions.

It takes time. It takes energy. And it does not leave any room for critical thinking to give meaningful recommendations afterwards.

Make it fun, make it meaningful

When creating your Klaus account:

  1. Start with reviewing tickets to get a general idea of the challenges your agents are facing.
  2. Leave comments when necessary.
  3. Tag recurring problems that you see.
  4. Celebrate the fact that most agents (hopefully) do the right thing most of the time.

Instead of agonizing over 10 different rating categories, invest your time into leaving meaningful comments and following up on them in your 1:1s. These notes will help you to decide whether to go more granular - and just HOW granular.

Whatever you do, keep your conversation review goal in mind: helping your agents to offer great service to your customers.

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Written by

Valentina Thörner
Valentina Thörner
Former Happiness Engineer at Automattic

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