There are clear advantages in quantifying customer support feedback. Internal quality scores - at team or individual levels - can be compared against each other and can also be correlated with the remaining KPIs you are tracking on your side. That's really important for a successful QA program. But have you ever thought about the more collateral dimensions of conversation reviews that are as equally important but just not as easily quantifiable? How many times have you reviewed a conversation and discovered shared values and interests with your team members that you didn't know about? How many times have you learnt something new about your product by looking into customer interactions? How many times have you felt that candid feedback was powerful enough to bright up someone else's day? How many times did it change the perception you had about yourself and your own work? Yes, numbers are great but there's so much more out there :)
Daniel Figueiredo 69 Operations Analyst @ Klaus (klausapp.com)
Do you have questions for Daniel Figueiredo?
Log in to ask Daniel Figueiredo questions publicly or anonymously.
As an analyst, I’m always interested in the statistical aspect of support quality. That’s why I think calibration sessions are a good way to evaluate the performance and internal expectations. Do you conduct calibration sessions and how have you set it up?