We’ve left the most important Key Performance Indicator (KPI) until last. This is the Agent Rating & Feedback. 

At the end of a chat, we’ve already seen that customers can leave feedback on their overall satisfaction. But many systems also allow them to give individual feedback on the agent they chatted with. 

This is useful in two ways. It gives you insights into:

1. How individual agents are performing

2. How agents are performing as a team

This is your best single insight into how a particular agent is performing. And because of this, you need to pay a lot of attention to it. Look for agents who are either performing exceptionally well or getting marks well below par.

The star performers who get excellent ratings and feedback may be candidates for promotion in the future. They are certainly team members to keep an eye on.

As for those who are underperforming, these need even more attention. Study the feedback from customers carefully to figure out why they are getting low ratings. This may be because they are:

Once you have an understanding of what’s gone wrong, you can take steps to fix it. 

Here are a few measures you can take to improve overall rating and feedback:

Key performance indicators are an essential tool for Team Leaders. Make good use of them to keep your team on track for success.