The quality of our live chat agents is guaranteed by our dedicated Quality Department, which monitors the chat activity in real-time and performs post-chat analyses. They allow us to evaluate the adherence to the knowledge base and to proceed to its enrichment whenever it is possible.
We also evaluate the quantitative performance of the agents through KPIs, such as response time, the number of tickets resolved, waiting time, etc.
At the end of a chat session, we can ask users if they were satisfied with the service provided. The NPS score will indicate qualitatively how well our agents are performing.