What do you do if your call center administrators are resistant to performance evaluations?

1 Explain the benefits

The first step is to explain the benefits of performance evaluations for both the administrators and the organization. Emphasize how evaluations can help administrators grow their skills, showcase their achievements, and align their goals with the company's vision. Also, highlight how evaluations can improve the quality of service, customer satisfaction, and employee engagement in the call center. Use examples and testimonials from other administrators who have benefited from performance evaluations to illustrate your points.

2 Involve them in the process

The second step is to involve the administrators in the process of designing and conducting performance evaluations. Ask them for their input on the criteria, methods, and frequency of evaluations. Let them choose the best time and format for their evaluations, whether it is face-to-face, online, or over the phone. Allow them to self-evaluate and provide feedback on their own performance before the formal evaluation. By involving them in the process, you can increase their sense of ownership, trust, and transparency.

3 Provide constructive feedback

The third step is to provide constructive feedback to the administrators during and after the performance evaluations. Focus on their strengths and achievements, and acknowledge their efforts and contributions. Use specific examples and data to support your feedback, and avoid vague or subjective comments. When addressing areas for improvement, use a positive and supportive tone, and offer concrete suggestions and resources. Encourage them to ask questions, share their opinions, and express their concerns.

4 Set realistic goals

The fourth step is to set realistic goals with the administrators based on the results of the performance evaluations. Make sure that the goals are SMART: specific, measurable, achievable, relevant, and time-bound. Explain how the goals are linked to the call center's objectives and expectations, and how they will benefit the administrators and their team. Assign roles and responsibilities, and agree on the action plan and the timeline. Monitor and track the progress of the goals, and provide regular feedback and support.

5 Reward and recognize

The fifth step is to reward and recognize the administrators for their performance and participation in the performance evaluations. Show your appreciation and gratitude for their work and achievements, and celebrate their successes. Provide incentives and rewards that are meaningful and motivating for them, such as bonuses, promotions, certificates, or recognition programs. Share their stories and best practices with other administrators and call center staff, and create a culture of recognition and learning.

6 Evaluate and improve

The sixth step is to evaluate and improve the performance evaluation process itself. Ask the administrators for their feedback on the process, and how it can be improved. Analyze the data and outcomes of the evaluations, and identify the strengths and weaknesses of the process. Implement the necessary changes and improvements, and communicate them to the administrators. Review and update the process regularly, and ensure that it is consistent, fair, and effective.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?