Hello everyone,
I wanted to share my experience with using Klaus in my company for the past few years. As the person responsible for introducing the tool and developing our QA and Coaching Process, I have discovered some key factors for its success.
Firstly, having a comprehensive reply guide is crucial. This guide outlines the expectations for agents when it comes to responding to queries. Secondly, it's important to establish a clear set of performance metrics derived from this reply guide, which can be inputted into Klaus.
From a customer service perspective, linking responsibility to performance is vital. This approach provides clarity for agents regarding their tasks and also enables team leaders to effectively assess and coach their teams.
If anyone has any questions, needs assistance in testing their ideas, or seeks a second opinion on an existing process, I am more than happy to offer advice.
Thank you and best of luck!
Hey Bart!
Thanks for sharing 😻 Can you please tell us more about the reply guide? What goes into such a document?
Also, how has the introduction of QA impacted your coaching processes? 👀 Thanks!
Hey @Riley James Young
I see the Reply Guide as the process that outlines a CS agent's core work (i.e., replying to customer tickets). So, in the context of a CS agent, the Reply Guide looks something like this:
From here, each step has an associated guide/process. The idea is that the Reply Guide is the "quick reference" for the agent, and if anyone needs a refresher then they click on the step and get more info.
Actually, the associated guides/processes are used during onboarding and for specialised training (e.g., an agent is underperforming and needs critical help). And our Klaus scorecard is built based on the elements within the "build a reply" step.
For your second question, we actually always had a QC process. Although, it was pretty low-level, clunky, and ad-hoc. Introducing Klaus forced us to build a QC system that would link up (1) the agent process, (2) agent performance metrics, and (3) a weekly coaching session. From that time, our agents are getting smarter and sharper, and we have greater control over the key customer satisfaction levers.