Speed and quality of the response are the 2 factors incorporated in KPI, and they both are part of a motivational scheme.
At the same time, we are a store in the first place, and ranking on Yandex.Market is very important for us. In most cases, leaving a feedback on the Market is one of the ways to be heard by the store management, sort of a tool of influence in case a store ignores you. If we have the customer who reported an issue to the contact center, while we try to avoid such scenario, we solve the issue and help the customer quickly.
Of course, there is a type of customers who immediately go to the Market no matter what, and they believe that the seller is not going to react. Actually, it is a chance for us to affect customer's opinion. Usually, after solving the problem, the customer changes his feedback from negative to a positive one, and recommends us as a reliable and honest seller.
We add some manual work to the reports. For example, my supervisor and I randomly review the conversations to see whether they comply with our standards, we analyze the customer reactions and give feedback to the agents. This is still one of the best ways to improve the quality of the support service.