![]() They use this to review and collaborate with agents for improvement. To ensure that this higher turnover of tickets is of high quality, team leads use the QA rating feature within the scorecard. As a result, this has made them more confident and productive. The goal-setting has made agents more driven to receive more productivity points. The points and levels incentivization along with QA rating has created the perfect balance between quality and quantity when it comes to answering tickets.”ĭani Healy – Customer Happiness Manager at Credit Repair CloudĬredit Repair Cloud can now solve more tickets to a higher quality with the same amount of agents. We increased our output by 30% in just a few months. Dani admits that the categorization of skills into quality, speed, and productivity have allowed her agents to improve more specifically, focussing more on areas that are needed. The team noticed a similar productivity boost when examining the increase in their comments per hour. “When it started happening regularly we thought, ‘Ok, are there fewer tickets coming in?’ Upon review, we actually had received 1000 more tickets than the previous month”ĭani Healy, Customer Happiness Manager at Credit Repair Cloud With a noticeable increase in agents’ drive, they have seen a 30% spike in their overall productivity.Ī month after starting to use Kaizo, Dani noticed that agents were clearing their entire ticket queue before closing. ![]() ![]() With Kaizo, Credit Repair Cloud is able to achieve more with the same amount of agents. Since using Kaizo, Dani’s team has seen a substantial increase in their agents’ capacity in terms of tickets handled and public comments per hour. The combination of gamification and detailed metrics insights can have a major impact on the productivity and capacity of customer support teams. In this time, they have been making the most of the gamified skill-building feature to decrease their team’s first reply time by 50% and increased their tickets solved by 30%. With an innovative method that automates the process to correct errors on credit reports, they now help manage and track the growth of 3000+ companies around the world.Ĭredit Repair Cloud’s remote customer support team has been using Kaizo for 3 months. Credit Repair Cloud is the world’s first cloud-based credit repair software and CRM.
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