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Hey Ines 😻
In my previous company we had QA sit inside of the support org. We had what we called a CSI (customer service improvement) team, essentially this team was for specialist roles that were not customer facing, so... (More)
Hi Daria!
Commenting to also see some recommendations 👀
A couple of years ago I was also on the look for a good course on this topic but unfortunately didn't find anything suitable. I found a lot of it was... (More)
Hi Ethan!
In my previous company we aimed to do a monthly calibration session. We had around 10 reviewers who were all doing weekly review assignments.
If you have less reviewers or do monthly reviews, then quarterly calibrations may work... (More)
Hi Thomas, are you currently reviewing 3 cases per agent, weekly or monthly? For that quantity of cases per agent I would suggest reviewing around 10 cases per agent per month, however, with only 2 people scoring them you may... (More)
Hey Lyle, Sorry for the late response!
When making a rating scale change it is important to document what each point in the scale represents. So examples of conversations that would score a 1, 2, 3 (etc) for each category.... (More)
Hi Kristina 😻
Great idea to set a IQS threshold for your team! Generally speaking the threshold is set for the full workspace, so it will not be personalised at an individual level. You can however, make use of our... (More)
Another great question Brianna! 😻
For me, when I was in this position, I was part of the "Customer Service Improvement team" which was a group of specialists who served the support department, but were not customer facing themselves (we... (More)
Hey Brianna 😸
I think you are thinking about this the right way :) It can be a tough call to suddenly remove the 'easier'/macro/incident types of conversations, as you said, it can increase grader burden while also decrease IQS... (More)
Hey Matt!
In my own experience, I found that around 4 hours day would be the limit for actual reviewing, and even then that was on the higher end. I also had a load of other projects, reports to build,... (More)
Hi Kara,
This is a great question!
While I am a firm believer in keeping the ratio as low as possible, going to 10:1 can work depending on your circumstances.
Are you able to give a small background on the... (More)
