Peer to Peer
Definition :- Evaluation of tickets/conversation by others working in the same field
Why it is required :-
To gain an understanding of my own work as well as that of my peers
As an individual, it will allow me to figure an effective way to utilize the skills of my peers and be productive as a team
Also, I will be helping my Managers discover hidden talent - the quiet performers who routinely produce exceptional work without recognition
Best Practices :-
The reviewer will be guaranteed complete anonymity
Reviewers should have a working knowledge of the reviewee's job duties and the skills needed to perform the job
Honest reviews that are fair and unbiased. Take time and think about the questions before answering them
Highlight immediate lapses to the management in the process, as and when found while auditing
Share the Good Practices to the Manager such as if one ticket is going to get resolved in multiple ways, share those multiple ways
Mechanism : -
Each team-member will be auditing 30 cases per week for other team-members
2 from Call, 2 from Email and 2 from Chat per day and 10 per week per channel
Example being:
We have 11 team-members in the department
Each one of us will be auditing 30 cases in a week (6*5) per team-members
Those cases will be audited based on the Peer to Peer Audit Form