[Josh BabinParticipant]

Hi! I’d like to hear about different strategies for reviewing tickets. Our team is growing quickly, which is fantastic. However, it does present new challenges in keeping an eye on the quality of our responses. Like Molly Otto, we use GoodData to review large trends. Zsofi Goreczky at Prezi says they review a random sample of tickets every week.

I’ve been appointed to design a new QA process at our company. I use a combination of identifying trends with graphs and reading through a lot of tickets. Our focus has been on tickets with a bad satisfaction, but satisfaction scores hardly tell the full story (which is exactly what Zsofi discussed in the article linked above). With growing volume, it is difficult to review all of the tickets I would like to.

These are some of the questions I have after diving into this process:

- Who reviews tickets at your company? Is it a manager, a senior customer service rep or do you have a dedicated quality assurance role?

- How many tickets do you review each week? Is it a random sample or do you focus on specific agents or tags? Do you have a percentage goal?

- What software do you use? There are a number of programs designed for large call centers, like Genesys, that help with QA. At this point, most of our interaction is through e-mail and live chat.

- Are there any other pointers or strategies you’d like to share in regards to maintaining quality?

[Hillary SciscoeParticipant]

Hi Josh,

I do the ticket reviews at FormAssembly, as the support team lead.

I usually review 15%-20% of the tickets, at a minimum.

How I currently choose the majority of these tickets is by using a field on the contact form which asks how they are feeling. Anyone choosing angry (luckily, these are very few), frustrated, or confused are routed directly to our ‘escalation’ queue and I try to review the majority of these tickets the week after they come in.

I also click new tickets randomly throughout the day.

 

As for our main quality control strategy, we’ve focused on building a great team. As a result, our team focuses on great customer service because we like what we do.

Something I really miss from our last ticketing system that our current does not have, is being able to check on how many replies a ticket has had. For instance, if I want to look at anything that has been updated in the last two days, with over 5 replies. I feel like this was a great way to ensure that the responses were meaningful, as it’s real easy to have many replies back and forth when the customer’s questions are not getting answered or are being answered poorly.

 

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