What do you do if your call center agents' performance is difficult to track and measure during evaluations?

2 Use a balanced scorecard approach

A balanced scorecard is a tool that helps you evaluate your agents' performance from multiple perspectives, such as financial, customer, internal, and learning and growth. This way, you can avoid focusing on one aspect and neglecting others. For example, you can balance the quantity and quality of calls, the efficiency and effectiveness of service, and the short-term and long-term outcomes. A balanced scorecard also helps you communicate your vision, strategy, and goals to your agents and align them with their individual and team objectives.

3 Provide regular feedback and coaching

Feedback and coaching are essential for improving your agents' performance and keeping them engaged and motivated. You should provide them with constructive and timely feedback on their strengths and areas for improvement, based on the metrics and scorecard you defined. You should also offer them coaching sessions to help them develop their skills, address their challenges, and achieve their goals. You can use various methods to deliver feedback and coaching, such as one-on-one meetings, group sessions, online platforms, or peer-to-peer support.

4 Involve your agents in the evaluation process

One way to make your evaluation process more transparent and fair is to involve your agents in it. You can ask them to self-assess their performance, set their own goals, and suggest areas for improvement. You can also encourage them to share their feedback on the evaluation criteria, methods, and results. This way, you can foster a culture of trust, accountability, and collaboration among your agents and managers. You can also increase their buy-in and commitment to the evaluation process and outcomes.

5 Review and adjust your evaluation process

Finally, you should review and adjust your evaluation process regularly to ensure that it is relevant, accurate, and consistent. You should monitor the impact of your evaluation process on your agents' performance, customer satisfaction, and business results. You should also solicit feedback from your agents, managers, and customers on the effectiveness and fairness of your evaluation process. Based on the feedback and data, you should make any necessary changes to your metrics, scorecard, feedback, coaching, or involvement methods.