Customizable Quality Assurance Criteria

Why we made this

Support quality involves different factors depending on the organization. Some companies value response speed, while others place more weight on accurate information delivery or caring for customer emotions.

Deskroom released this feature so that each organization can assess quality based on the criteria it defines itself and apply the results directly to training and operations.

Example use cases

When you want to assess support quality by your organization's own standards

• For example, if "refund retention" is an important support strategy for a beauty brand, you can set it as a separate assessment criterion and evaluate it based on whether an alternative was offered in a refund-request situation.

When you want to reflect qualitative support content beyond quantitative support performance

• You can set items aligned with your organization's CX philosophy, such as "customer emotion care," "tone and manner," and "natural transition," and conduct meaningful assessments that go beyond a simple count of handled cases.

When you want to apply temporary criteria tailored to a new campaign or policy

• During a seasonal promotion, you can add a "promotion guidance provided" item to check whether the related guidance was missed, and also use it for campaign effectiveness analysis.

How to use it

In the [Analysis Criteria] tab, select the support quality analysis criterion, and you can set the assessment items and detailed standards that fit your organization yourself.

When you enter the definition, assessment examples, and scoring standards for each item, support assessments are conducted consistently according to those criteria. You can revise the assessment criteria or add items as the situation requires, so you can respond flexibly to a changing operating environment.