Back To All Questions

What are the best practices for quality monitoring in an internally developed a-sync chat solution involving multiple service experts?

Written By:

Teal Benson

Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

Evaluating the quality of asynchronous chat interactions with multiple agents requires a structured approach. This ensures consistency, accuracy, and customer satisfaction. Here are the best practices for conducting quality evaluations in such scenarios:

1. Holistic Review of Entire Conversation

  • Complete Transcript Review: Review the entire chat transcript from start to finish rather than focusing on individual segments. This provides context and helps evaluators understand how the conversation was managed across different agents.
  • Contextual Analysis: Evaluate how effectively agents transitioned between each other, ensuring there was continuity and no repeated or contradictory information.

2. Effective Handover Protocols

  • Clear Documentation: Ensure that each agent documents their actions and the current state of the issue before handing it off to another agent.
  • Smooth Transitions: Evaluate the effectiveness of handovers, looking for clarity and completeness in the information passed between agents.

3. Automated Tools and Analytics

  • Automated Quality Monitoring: Use AI and analytics tools to automatically monitor chat interactions for compliance with standards and identify potential quality issues.
  • Sentiment Analysis: Implement sentiment analysis to gauge the customer’s emotional state throughout the interaction and identify any points of frustration.

By following these best practices, you can ensure a comprehensive and fair evaluation of asynchronous chat interactions involving multiple agents, ultimately improving service quality and customer satisfaction.

Tonya Webber

Tonya Webber, Director at COPC Inc., specializes in process gap analysis, knowledge management, project management, and quality. With over 16 years in the customer experience industry, she has led major performance improvement initiatives, supported product launches, and managed third-party relationships.

Before COPC, Tonya was the Director of Operations at RealPage, leading a team of business and operations analysts. She holds a BA in Criminal Justice from the University of Texas at Arlington and has a rich operational leadership and customer success history.