Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Agent |
Prepared phrases for feedback you give often. A time-saver, and a way to make reviews sound generic.
Create one
- Open the review templates.
- Add a template for feedback you write repeatedly.
- Leave a clear place for the specific detail.
- Use it as a starting point, never as the whole comment.
What they are good for
The explanation part. Why confirming the issue first matters, what a complete reply contains, how the escalation process works. Those explanations are the same every time and take a paragraph to write.
What they must not replace
The specific observation. Which reply, which sentence, what the customer did next. That part is different every time and it is the part the agent needs.
A review that is only a template reads as a form letter, and agents recognise it immediately.
The shape that works
One line specific to this conversation, then the template explanation. The reader sees you looked at their work, and the reasoning is fuller than you would write from scratch.
Watch for template fatigue
An agent receiving the same paragraph three months running stops reading it. If a template is going out repeatedly to one person, the conversation to have is not another review.
Keep a few
Five or six covering the common cases. A long list takes as long to search as writing would.
Review them occasionally
Templates encode your standard, so they go stale when the process changes. Read them when you revise the scorecard.
Comments
0 comments
Article is closed for comments.