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Sylwia Miela
Customer Support Team Lead
Asked a question 21 days 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.

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