Conversation assessment is essential for getting deeper insight into conversations. They help you understand different aspects of quality of your conversations.
- Satisfaction – Assessment collected from customers.
- Quality – Assessment collected from supervisors, quality managers, fellow agents and other people in the company.
- Reflection – Assessment collected from the agents who handled the conversation.
Additionally there are several other types of assessments that do not influence score.
Satisfaction is collected from the customers. It is important outside view on your services. Depending on how you collect customer satisfaction data you can get customer satisfaction for up to around 10% of conversations.
Example of metrics collected from customers:
- Was your request solved? Important to understand whether you are actually solving the requests customers contact you.
- How satisfied are you with the conversation? Although a request may be solved or non solved this may differ and really express how agents handled the conversation despite being able or unable to solve the customer issue.
- How likely is it that you would recommend our service to a friend or colleague? This question enables you to collect NPS which has become a standard for many companies for measuring customer satisfaction.
Carefully consider what customer you ask and the method you use. There are several ways how to collect customer satisfaction including online forms, SMS and call backs.
Quality is collected from supervisors, quality managers, fellow agents and other people in the company. Depending on how you review the conversations and how many people assess them you can get assessments for 1 to 5% of conversations.
Example of metrics collected from quality assurance process:
- Did agent properly greeted the customer?
- Did agent understood the customer request?
- Did agent give the customer right answers?
- Did agent followed the company script and guidelines?
- Did agent expected the next steps customer would need help with?
- Did agent asked whether there is something else they could help with?
Quality is usually the most difficult – most expensive – to collect. You have to have another person who listens or reads at least the relevant part of the conversation. This usually leads to small number of assessed conversations. This is typically around few percents of total conversations. Because limited resources it is useful to choose conversations for quality assessment based on criteria maximizing chances of finding something useful in the conversations.
Reflection is collected from the agents who handled the conversation. Depending on the way you collect the feedback you get very close to 100% of conversations.
Example of metrics collected from agent:
- Have you solved the customer request? Important to understand any discord between agent and customer perspective.
- Have you handled the conversation according to our guidelines? When you use a script or have rules that should be followed and you want agents to identify their own weak spots for coaching purposes.
- Was the customer satisfied? Important to understand any discord between agent and customer perspective.
- Would you like to discuss this conversation with a supervisor? Helps to address topics or customer behavior the agents feel they can handle better. Also possibly identify a new kind of requests from customers.
It is important to keep agent feedback quick and actionable. Agents should primary focus on having conversations with customers. You should ask them as few questions as possible and enable to respond swiftly and unambiguously.