What rating categories to use?

What rating categories to use?

If you don’t have a formal system in place for reviewing tickets as of yet, it’s now the perfect time to give it a go and set one up :) There are a few things to consider…

 

How do you want to phrase your categories?

This could be done using simple bullet points - great when you have a few people reviewing the tickets and they are very seasoned in doing this. The other option would be to phrase the categories as questions - this is very helpful when you have lots of different people reviewing the tickets and its not their ‘full-time’ job. As this tends to provide more guidance for the reviewer.

 

What are the most commonly used rating categories?

There are countless ways to build up a rating system - the key here is to find what works best for your team. You can be very thorough and set up an extremely detailed rating system evaluating everything from grammar to the opening and closing statements of the email to response times. Or you could track only a few categories that are truly important for your company specifically and put more emphasis on giving agents feedback via comments.

We’d recommend setting up 3-7 categories. The most commonly used rating categories we’ve seen in Klaus are:

 

Should I use different weightings in different categories?

Feel free to adjust the weighting of the different categories to demonstrate what is most important to your company, when responding customers request. This should reflect your company as well as your team values. There is no right or wrong way of doing it.

It might be that understanding the root cause of the issue is more important for you than the documentation. Or it might be the other way around. 

What does a critical rating category mean?

When an agent misses a critical category, it leads to an automatic failure in all categories in that review. This could be useful for tracking regulatory compliance for example.

 


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