Knowing the rules for both positive and negative queues will help you make good predictions. Keep in mind to act with empathy, listen intently, and make decisions based on the entire conversation. You should predict how the customer feels. Not how you feel.
If the customer shows some positive queues, but you know that the issue is not resolved then you should mark it as satisfied, but unresolved.
If the customer shows some negative queues, but you know that the issue is resolved then you should mark it as dissatisfied or neutral, but resolved.
We can better identify our customers' pain points by using accurate negative predictions, which is crucial. Keep in mind that you will never be in trouble for making accurate negative predictions as long as you are adhering to quality standards. (If you follow your QA rules exactly, you will never be in trouble for correctly predicting a negative customer's opinion and having a negative customer) It should not reflect negatively on you.
Frequently asked questions (FAQ):
What if the customer starts out mad and ends up happy in the call?
o That is why we always want you to submit our predictions at the end of the interaction. By the end, if your customer is showing signs of being satisfied and you think you resolved their issues then you would mark them as satisfied and resolved.
What if the customer starts out happy and ends up upset in the call?
o If the customer started out happy and ended up mad, then you would mark it as dissatisfied. Those types of calls usually should not happen as long as you are following your company QA guidelines.
What if the customer calls in and hangs up before the call is over?
o You should make your prediction based on how your interaction went before the call was disconnected.
How many predictions do I need to make?
o Counting is not as important as making accurate predictions. As long as you submit accurate predictions for each interaction, the Jibe algorithm will continuously review your predictions in the background. As a result, becoming Jibed won't take long at all.
How often should I submit my predictions?
o Make predictions on every interaction.