This article describes different methods for reviewing customer support conversations and highlights their benefits for your team.
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Manager reviewing agents' conversations
In this traditional approach, the Customer Support Manager or a Team Lead reviews agents' work and provides feedback. For larger teams, a dedicated Quality Reviewer or team may be responsible for this task.
This method works well for companies with structured teams and a hierarchical setup.It creates a consistent workflow since the same people review everyone’s work, ensuring uniform feedback and facilitating performance comparisons.
Peer-to-peer reviews
In peer-to-peer reviews, agents review each other's work. This method is particularly effective for smaller teams and organizations with an open culture. Agents learn by observing how their peers handle similar issues and by sharing tips and experiences.
Receiving feedback from multiple reviewers offers diverse perspectives and helps cover more conversations. This approach also fosters a collaborative culture where agents support each other’s growth. However, comparing agent performance can be challenging when multiple reviewers are involved.
Training all reviewers and tracking evaluations can be time-consuming, but the benefits are significant. Calibration sessions can help align reviewers on consistent evaluation standards.
Self-reviews
Self-reviews involve agents critically evaluating their own conversations and performance.
Since you invest in hiring capable agents, trusting them to assess their work encourages ownership and continuous improvement.
Reactive reviews
When managing a large volume of conversations, it can be practical to focus feedback efforts on cases with known issues, such as low customer satisfaction (CSAT) ratings, lengthy back-and-forth exchanges, or extended response times.
While this approach provides a quick way to identify areas for improvement, it may introduce bias into your internal quality scores. Therefore, it’s important not to mix reactive reviews with proactive (randomly selected) reviews, as reactive reviews tend to have lower scores and are not directly comparable to proactive review results.
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