What do you do if your call center agents resist self-assessments in performance evaluations?

1 Explain the purpose

Before asking your agents to complete a self-assessment, make sure they understand why it is important and how it will benefit them. Explain that self-assessments are not meant to judge or criticize them, but to help them identify their strengths, weaknesses, and areas for improvement. Emphasize that self-assessments are a way to showcase their achievements, voice their concerns, and set their goals. Also, clarify how the self-assessments will be used in the performance evaluation process and how they will influence the feedback, recognition, and rewards they receive.

2 Provide clear guidelines

Another reason why some agents may resist self-assessments is that they are not sure what to write or how to rate themselves. To avoid confusion and frustration, provide clear guidelines on what criteria they need to assess themselves on, what scale they need to use, and what examples they need to give. You can also provide sample self-assessments or templates that show how to structure and format the responses. Make sure the guidelines are consistent with the standards and expectations you have for your agents, and that they align with the company's values and objectives.

3 Encourage honesty and positivity

One of the biggest challenges of self-assessments is to encourage your agents to be honest and positive about their performance. Some agents may be too harsh or modest and underestimate their abilities, while others may be too lenient or arrogant and overestimate their skills. To avoid these biases, encourage your agents to use objective and factual evidence to support their ratings, such as call metrics, customer feedback, or peer recognition. Also, remind them to focus on the positive aspects of their performance, as well as the areas they want to improve. Praise them for their efforts and achievements, and motivate them to keep learning and growing.

4 Solicit feedback and input

A good way to make self-assessments more engaging and meaningful for your agents is to solicit their feedback and input on the process. Ask them what they think about the self-assessment format, criteria, and timing, and how they feel about the results. Listen to their suggestions and concerns, and address them accordingly. You can also ask them what they need from you or the company to perform better, such as training, coaching, or resources. By involving your agents in the self-assessment process, you can show them that you value their opinions and perspectives, and that you want to help them succeed.

5 Follow up and monitor progress

Finally, self-assessments are not a one-time event, but a continuous process that requires follow-up and monitoring. After your agents complete their self-assessments, review them carefully and compare them with your own observations and evaluations. Give your agents constructive and specific feedback on their performance, and acknowledge their achievements and challenges. Discuss their goals and action plans, and agree on the next steps and deadlines. Check in with them regularly and track their progress and improvement. Celebrate their milestones and reward their efforts. By following up and monitoring their progress, you can reinforce the value of self-assessments and help your agents achieve their potential.

6 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?