Evaluation is an important, yet stressful process. Particularly in the corporate world, evaluating the performance of employees can elevate the overall quality of business operations. While there is an established value for regular evaluations, there isn't necessarily a single, accepted approach. How strong is your process for evaluation?
Regular appraisals are one way to evaluate an employees' productivity. The easiest way to do this is by reviewing areas that need improvement, while highlighting successes. Within the contact center environment, it is essential that supervisors evaluate their teams regularly. This not only puts an emphasis on productivity, but it keeps an eye on compliancy. There are a number of ways to accomplish this.
With all the collaborative solutions available, it is important to record, report, analyze, and evaluate agents on each mode of communication. This type of focused evaluation is ideal for quality management and customer service. Whether it be a phone call, a video chat, or an instant message, supervisors have the ability to evaluate agents each step of the way. This is where growth comes from, and applies to enterprises as a whole, not just their workforce.
No matter which mode of communication is used, there is a method to analyze the interactions. Managers can assess customer handling skills, sales abilities and techniques, product and service knowledge, technical knowledge, escalation procedures, and adherence to compliance. Simply put, evaluation is key to improvement.
If you aren't taking a look at agent performance from every angle, then you may be doing more harm than good. It is time to consider what options are available to better manage your communication efforts. Perhaps it is time you evaluated how you evaluate.