Any negative rating that an agent receives from a customer can be corrected and overturned by a Team Lead or any team member who gets this permission.
If an agent's negative rating for a ticket is overturned this means that their NRR score will be 0% for this particular ticket.
Here is a step-by-step guide on how to correct a bad customer rating:
1. Click the icon next to your Negative Reply Rate (NRR) in your Scorecard. A window with a poorly rated conversation will pop up.
For the agents: Click on the "Challenge" button and leave a Note explaining why the Negative rating should not be counted in your final CSAT results:
For Management: Click 'In' or 'Out' on the slider in the bottom right corner.
In = you accept this bad rating (the results will be counted towards the agent's final CSAT)
Out = you would like to correct this bad rating (the results will not be counted towards the agent's final CSAT)
Pro tip: It is always helpful to leave a comment on why you think this bad review should be removed from your agent's account (or if you are an agent — why is this review unfair?). There are a few reasons for that:
- Transparency — you are explaining what steps have been taken for the resolution of the customer's issue (what your input in handling the ticket was).
- Awareness — you or your agent will need to review this case again to see if everything was done correctly from their side. If a mistake from the Support side was spotted — you will understand why bad rating was given and therefore will avoid making the same mistake again.
- Observing situation from the customer's perspective — when receiving a bad review and comment, you may find yourself looking at the case from your customer's perspective.
- Was the support provided sufficient?
- Do our procedures support this request or maybe some changes should be adopted internally?
- Should more coaching be done with this agent, as their support was incorrect/incomplete?
More on how to calculate Customer Satisfaction rate here!