Filip reacts to Support Heroes Engagement rate
22 views5/14/2025
Filip reacts to support specialists’ low engagement rate on his quality gradings
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| 00:00 - 00:03 | Our plan is to focus on improving several KPIs - |
| 00:04 - 00:05 | We’ll look at CSAT, FCR and CPAH. |
| 00:05 - 00:07 | Then we will look at snoozed tickets.. |
| 00:08 - 00:12 | And handle more live chats |
| 00:12 - 00:15 | This should improve all our results significantly. |
| 00:17 - 00:19 | Good! And you also look at my quality gradings, |
| 00:19 - 00:21 | Right? |
| 00:24 - 00:26 | Filip.. |
| 00:27 - 00:28 | The engagement rate.. |
| 00:31 - 00:33 | The engagement rate on graded tickets is at 35% |
| 00:34 - 00:36 | We don’t have time to look at your gradings. |
| 00:53 - 00:58 | Everyone who hasn’t failed GDPR or Tone of Voice can leave the room. |
| 01:13 - 01:15 | What are you saying?! |
| 01:15 - 01:17 | No time to look at my gradings? |
| 01:18 - 01:23 | It takes 5 minutes to check them all, and it’s in your calendars! |
| 01:25 - 01:28 | Why am I even doing these then? For fun? |
| 01:29 - 01:31 | I have to do 4 a week now! |
| 01:31 - 01:34 | It takes me hours! And you don’t even look at them.. |
| 01:34 - 01:37 | Do you know how often I have to remind you about negations? |
| 01:37 - 01:40 | My keyboard is breaking from writing reminders! |
| 01:40 - 01:42 | Filip, we have really difficult ARN cases |
| 01:42 - 01:46 | They wouldn’t be ARN-cases if you avoided negations! |
| 01:46 - 01:48 | Filip, avoiding negations can’t solve everything.. |
| 01:48 - 01:52 | Of course it can! It could solve world hunger! |
| 01:53 - 01:54 | And all SC-cases! |
| 01:56 - 01:57 | Even GDPR-breaches by hackers |
| 01:57 - 02:00 | Those hackers are nothing compared to good Tonality! |
| 02:00 - 02:03 | Even Löken would disappear forever! |
| 02:04 - 02:08 | In fact, I think no customer would ever have to contact us again! |
| 02:08 - 02:13 | Good tone of voice is a religion to me! |
| 02:14 - 02:16 | I pray to it every morning and evening! |
| 02:17 - 02:21 | And make offerings to it every Easter and Christmas. |
| 02:27 - 02:29 | Okay maybe I exaggerated |
| 02:30 - 02:34 | But I really like tone of voice okay? |
| 02:34 - 02:36 | It’s all I have in this world. |
| 02:41 - 02:42 | 35%… |
| 02:43 - 02:47 | All my work, for 35% engagement rate? |
| 02:48 - 02:53 | I should quit Tibber and work for a BPO instead. |
| 02:54 - 02:56 | I exaggerate again, fuck that! |
| 02:56 - 02:59 | But it would be kind of fun to handle subs cases all day. |
| 03:00 - 03:02 | “Filip the basic folders guy” is what they’ll call me! |
| 03:04 - 03:07 | It’s OK, it’s time for Friday beers soon. |
| 03:14 - 03:16 | Is it time for Friday beers soon? |
| 03:19 - 03:23 | I could really go for a beer right now.. |
| 03:25 - 03:26 | What about you? |
| 03:31 - 03:33 | You can only drink 35% of it though. |
| 03:40 - 03:46 | And when you get really drunk, maybe we’ll look over those quality scores together. |
| 03:46 - 03:49 | What do you say about that? |
| 03:53 - 03:56 | Just kidding, that’d be boring as fuck lol |