What rating categories to use?
If you don’t have a formal system in place for reviewing conversations as of yet, now is 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?
Klaus recommends keeping the names of your categories as simple as possible. This keeps the interface clean and easier to use. If you wish to give more context to a category, you can add more details in the description when editing a category. This description will show when you hover over the name of the category.
Category - Solution
Description - Did the agent provide a solution or a workaround for the customer?
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:
Did the agent use correct spelling, grammar and punctuation?
Did the agent understand the issue and its root cause fully?
Understanding/Root cause analysis
Did the agent use the correct process and offered a correct solution (according to internal process guidelines)?
Was the response personal and ‘on brand’?
Tone of voice
Did the agent anticipate any upcoming issues and went the extra mile to help solve them?
Next issue avoidance/Going the extra mile
Did the agent document everything correctly internally?
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.