Now that you’ve looked into the productivity of your review team and the
effectiveness of the tools they use, you might now look into the data that
shows your reviewers’ compliance with the established review processes,
including final outcomes of transactions. Merchants we work with that are
improving review cycle time and process accuracy have a well-documented review
process. This process becomes the baseline that they use to compare statistical
samples of actual reviews for quality assurance purposes. As you can imagine, establishing a
comprehensive quality assurance program provides an indication of training and
development issues, as well as supporting continuous improvement efforts. We
also suggest evaluating the chargebacks received against transactions that
underwent review. Although this process seems fairly logical in nature, our 11th
Annual Fraud Report indicates that 46% of merchants lack the
mechanism or process to regularly evaluate whether a reviewer’s transactions
resulted in chargebacks.
With the results of the analysis, you can get a good start on the new year by incorporating the lessons you learned over the holidays, and, if you haven’t already done so, build in some of the data collection and evaluation processes outlined here. With additional data, you’ll be armed to make better decisions, emphasize effective tool usage, and improve your reviewer behaviors throughout the year. More importantly, you will be ready for the next holiday shopping season . . . . 11 months and counting down.
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