Support agents’ high turnover rates are a real pain for all companies - and not just because it is difficult to find competent employees. Customer service onboarding is a time-consuming and costly process that no quality-oriented company can afford to ignore.
However, there’s one particular question that deserves special attention: when is the right time to let new agents talk to your customers?
The short answer is: as soon as possible. Allowing newcomers to tackle real-life support cases is the most efficient way to learn about their job. However, this applies only in the following conditions:
Most companies understand the reasons behind the first requirement. Letting someone without decent product training solve customers’ issues would rarely cross a manager’s mind.
Sadly, that’s often not the case with the second condition. Too often, companies let new agents handle customers’ cases without ensuring that their replies actually meet their company’s quality standards.
First, let’s dig into the reasons why conversation reviews are an essential part of customer service onboarding programs. Then, we’ll share a neat Zendesk hack to make agent interaction reviews quick and productive.
A surprisingly large proportion of companies don’t have a process in place for reviewing their new customer service reps’ responses. Those support teams don’t really know how well their newest members are handling their jobs - and neither do the new agents.
Here’s why all customer service teams need to read newcomers’ responses before they are sent to customers:
Companies have to make sure that all support reps provide correct answers that meet their internal quality standards. Each team has unique support vision and goals that can range from giving quick help to upselling products. They also have different expectations for support reps’ communication style, tone, and other aspects important for the particular company. That’s why even experienced agents need feedback if they switch teams.
When conducting conversation reviews, most companies assess how agents’ responses meet their internal standards in the following criteria:
Conversation reviews are an essential part of new agent onboarding programs because they help to ensure that new agents provide support of the same quality as the rest of the team. Inconsistent support is one of the things that frustrates customers the most.
It might not seem like a big deal if one response goes out that isn't up to your standards - but consider this:
66% of B2B and 52% of B2C customers stop buying after one bad customer service interaction
Agents need feedback for professional growth.
Coaching has been proven to be one of the most efficient means of onboarding new agents. Constant feedback helps new employees understand their areas of growth and improve their responses.
If you provide actionable feedback on every customer conversation during the onboarding program, your agents will be able to improve with every case they tackle.
“That’s fine, continue” is great feedback that reassures your agents that they are doing everything right. This works wonders with your new employees’ confidence levels.
If you’re not quite sure how to provide feedback to your agents, check out these seven techniques we’ve picked out for customer service teams.
Peer feedback boosts team morale.
Conversation reviews come in many forms. You can conduct manager reviews, hire dedicated QA staff for the purpose, let agents do self-reviews, or create a peer feedback system.
The latter can be particularly beneficial in terms of teamwork:
Peer reviews can bring extra value to your customer service onboarding. If you’d like to learn more about this topic, read how:
In the end, conversation reviews are an essential part of the customer service onboarding process, regardless of the form you choose for it. See what works best for your team and be consistent in evaluating your newcomers' tickets.
To understand how your new agents are handling their job, read through all of their responses before they are sent to customers. That’s the only way you can make sure that no answers that miss the mark ever reach real customers.
Just as we don’t let kids hop on bikes right after we’ve explained how they work, we shouldn’t let new support agents talk to real customers without training wheels. Wait, what?
Training wheels for your support agents are the hack we promised to tell you about at the beginning. There’s a pair waiting for your newest team members on the Zendesk marketplace.
Klaus’s Training Wheels is an app that helps you approve or disapprove new agents’ conversations before they are sent to customers.
Assign your team members as trainees and reviewers and get going. Here’s how it works:
This means that there’s no need to read emails over the agent’s shoulder, no manual copy-pasting of text, and no more pinging reviewers for approval for each case one by one.
In other words, Klaus’s Training Wheels saves you hours of new agent training time and helps to onboard new employees with the best results for your customer service quality.
If you’re aiming to provide excellent customer service but struggle to onboard new agents efficiently, you’re either:
Here’s a cure for both of these issues: Klaus’s Training Wheels sends trainees’ responses to reviewers for approval. This Zendesk marketplace app takes care of the mechanics of conversation reviews so that you can focus on what really matters - giving feedback to your new agents.
No spam, maybe also an occasional cat picture.