Skip to main content
Sylwia Miela
Customer Support Team Lead
Asked a question 2 years ago

Appeals/disputes regarding received Quality Score. Do you allow CS reps to dispute the score they received? If so, do you later give the possibility to change it? I want the review process to be a transparent and fruitful experience for agents so I allow the possibility to dispute the score (humans make mistakes and QA might have deduct points unnecessarily, right?) but at the same time I'm getting a feeling (not sure if it's a large problem yet) that people might abuse it and manipulate the QA just to get higher scores. Curious what you think.

Where am I?

In Quality Tribe you can ask and answer questions and share your experience with others!