Tips for call center managers when evaluating agent performance

Friday, June 13, 2014

In order to know which performance areas need improvement, your call center agents must be effectively evaluated from time to time. Open Access BPO gives some tips on how call center managers can improve their performance evaluation strategies.

Evaluating the performance of call center agents is a crucial responsibility of every manager. It allows the workforce to know where it stands and what to do to become more productive. Providing feedback to call center agents must be done effectively for them to know what specific actions should be taken to become better assets of the company.

The manner of assessing agent performance has a strong impact on the work culture and environment of a call center.

Here are some helpful tips that call center managers can follow when evaluating agent performance and providing feedback:

1.   Set realistic goals and benchmarks for your team.

Key performance indicators (KPIs) and performance goals must be established after carefully studying the weaknesses and strengths of agents. They must be measurable and not vaguely constructed so that agents can have a clearer vision of their end goal. Expectations should not be set too high to avoid frustration and stress felt by overworked agents.

2.   Interact with agents outside evaluation period.

By taking time to check on your agents during normal production periods, you can have a better view of how things are done normally. You can also solicit valuable insights from agents that can be helpful in improving their performance and the different call center support services of the company.

3.   Do not just provide criticisms without telling your agents what can be done.

Feedback can only be provided constructively by accompanying it with suggestions on what actions should be taken to improve performance. Focus on the weak areas of the team and ask your agents what they think are effective strategies in improving them.

4.   Allow agents to evaluate their own performance.

Progress can only be seen among agents if the motivation to do better is self-driven. You can let agents listen to their own call recordings during coaching sessions. Make yourself available to feedback about external factors that may hinder your agents from giving their best.

5.   Acknowledge efforts of hardworking agents.

Rewards can highly motivate your team to meet or even surpass goals. Incentives do not always have to be monetary; they can come in the form of tokens, days off, and gift certificates. The important thing is that these incentives should be accompanied with personal greetings or words of gratitude from you.

Since evaluation is essential in gearing up your team to become more productive, you must know how to provide feedback effectively. By following these tips, you can make sure that agent performance is not only carefully assessed, but enhanced as well.