Quote Originally Posted by usa2k View Post

Going back to rate the guy with high marks
Cool. We use the person's average ticket ratings (and will for VOIPo as well) for quarterly reviews, additional training, and for compensation.

HG is wrapping up a completely custom CS platform which has ticket, live chat, and phone stats all together so ALL of them will be rated and factored into the average. VOIPo will also be using their software when we're ready.

We have enough volume that comes in (each person is expected to do a minimum of 75 tickets a day) that the averages are pretty good indicators of what they're doing.