Company was growing rapidly, needed to add a remote team 📈
Solve for consistency and brand – when customers call in, they're talking to MeUndies!
Wanted visibility into agent growth over time! Triumph, opportunity, all of it!
Looking cute in skivvies 🤭
Our company was growing rapidly, so we brought on a remote team to help us keep up with incoming customer requests.
At that point, we had given our agents a lot of freedom and had no way of streamlining our interactions. As we scaled, we needed to figure out how to make our growth sustainable and keep customer interactions similar no matter what agent you spoke with – we needed to solve for consistency and on-brand interactions at scale.
At that point, we needed visibility on performance more frequently than monthly and more in depth than just CSAT. We now give weekly highlights as well as bi-monthly updates for each agent.
We also started QAing because we wanted visibility on individual agents’ growth over time. So that we could pay specific attention to the needs of each person and rally behind them if they need it, and also celebrate their wins with them when they work hard and improve over time.
Additionally, we wanted a way to identify which agents could be moved into leadership positions.
And lastly, QA fits into the mission, vision, and values of our support team:
Our high level goal is to grade a random, representative sample of tickets, and we shoot to hit 5% of all interactions with QA. We have our automation set up to send us:
We also have a tiered grading structure for different agents depending on how well they’re doing with QA and CSAT scores.
And then we grade any ticket that has a CSAT score between 1 and 3 as well, as a rule, because we want to know what’s happening on all interactions where customers are unhappy, regardless of if it’s a support problem or not.
The way that our rubric reflects what quality means to our team is that we have a section that focuses on brand voice, personalization, knowledge, and solving problems the right way for our customers.