Your QA program is only effective if your agents are engaging with it, taking their feedback on board and continuously developing their skills in line with your quality standards.
I know I have been guilty in the past for spending all my time getting a QA program off the ground, only to realise I had not considered exactly how to keep my agents engaged with it!
Let's help each other by sharing some tips on how to keep engagement high with our quality programs!
- How do you ensure your agents read the feedback left for them?
- How do you keep your agents engaged with support quality overall?
Our team is in the process of acquiring a cat trophy to pass around to the agent with the highest IQS score every month!
😻 A-meow-zing! A little healthy competition can do wonders for engagement 🙌
It's not just ensuring that support reps read the feedback, but also that they learn something from it and incorporate that learning into their ongoing work. The feedback on an individual ticket is the starting point for that to happen (or a mid-way data point to confirm or course correct). That means you may need a bit more than just that feedback.
If you have regular 1-1s, looking at the feedback they received in the past 4 weeks can start a conversation about what they've learned.
If there's no time for regular 1-1s for structural or time zone reasons, asking for a reply to the feedback itself is a valid option as well.
The underlying question is: other than reading the feedback, what do I want the support rep to take away from this interaction?
Really great points here @Valentina Thörner,
Having your support reps reply to your feedback is a simple but effective way to ensure they are at least viewing their feedback, particularly if 1:1's are not a regular occurance.
And you are spot on with
Aside from regular 1:1's to discuss the feedback given, what other approaches can you take to ensure the support reps are acting on the feedback itself?
I've seen teams adding some gamification to quality processes: leaderboards, badges, awards. And you can even tie that to redeeming company swag or gift cards
Yes @Merily Leis !
We introduced a leaderboard with individual and team prizes when we revamped our QA program in my previous company. It certainly helped keeping the team engaged and up to date with our quality standards!
We also added a quality corner to our support newsletter, so weekly we would share one awesome case we found when reviewing. This worked well in that it not only shared the knowledge from the conversation itself, but also praised the support rep in front of their peers.
Gamification can have a downside however, so it's best to be careful when implementing it. If the same support reps win the prize every month throughout the year, it can become demoralising for the rest of your team. So best to be creative with your prizes / criteria, and make sure you avoid that trap!