Quality Assurance can help boost your CSAT score over time. Here is how I've seen clients become successful:
Go with Maestro!
MaestroQA App is one of the leading offerings for Zendesk customers to build and maintain a QA program. Per their website, Etsy, Mailchimp, Peloton, and more use MaestroQA to improve agent performance and enable amazing customer experiences - and get results.
Remember that the tool doesn’t do QA by itself! Make sure to build a process and team that is enabled to do this well.
QA Team setup:
- Selecting a reasonable amount of tickets per week to be QA’d, be prepared to pivot and and adjust as needed
- If you review calls, remember some calls can be quite lengthy - you want to make sure you don’t overbook your QA team in a way that they can’t hit targets
- QA team should be very empathetic, collaborative and positive- otherwise morale takes a huge hit.
Rolling out:
- Start with a very basic scorecard that can be duplicated across teams and not customized for each and every team - this way it rolls up and presents a score that means something across the company.
When starting, (pilot recommended!):
- Have your QA scorecard concentrate on the tickets first; agent used the right status, responded within xxx hours to the client/employee, used side conversations vs child tickets accurately, etc.
- Move on to soft skills: work on how the agent writes/speaks to the customer, proper phrasing, etc. Here you can also introduce following correct department procedures.
- Lastly add in your call reviews. These take the most time and are very subjective, and can cause anxiety for your team as they adjust to being “monitored” and scored
Morale:
- Consider setting up a rewards program
- Avoid punitive actions if someone doesn’t score well - focus on the positive and remember that behavior improvements take time and it’s slower than you think!
- Reward improvement “bands”. If someone is scoring 75-80% and you want them to hit 95%, reward them when they improve by 5%, etc. Don’t wait til they hit 95%! This helps keep the team motivated.
Process:
- You will likely need a way for rated agents to dispute their score(s). Consider having a form they can fill out and a weekly or biweekly meeting to invite agents with completed forms to come and talk to QA about why they think their score was inaccurate.