2 Dec 2016
BigCommerce Response
9yAs a leader in the Client Success organization I wanted to clarify a couple of points touched on in this review. The Client Success department does focus on quality, with an agent's main metrics by which they are held accountable being Customer Satisfaction and Resolution Rate. Also, we measure After Call Work (ACW) to make sure our customers are taken care of in a timely fashion, but do not measure agents on KPIs having to do with volume, nor hold anybody accountable to number of calls taken, handle times, or other similar metrics often used in the industry.
Additionally, with regard to the culture, we do turn off our phone queues for every all-company meeting and ask/encourage our support reps to attend during their scheduled shift. We also invite our employees to participate in Ninja events after hours, such as game nights, charity events, etc and have an elected "Ninja Council" that meets weekly during their shift along with a representative of our HR team and myself. This group was established for the sole purpose of being able to raise any concerns to leadership and help solve issues constructively while protecting and improving our culture.