Maintenance Manual

Recordings
Evaluation Forms
133
Guidelines for Evaluation Forms
Consider the following when you create an evaluation form.
• Identify the activity type (for example, call recording, live monitor of voice or
screen, counter work, chat, or other social media) you want to evaluate, and
create an evaluation form for that specific contact. This allows Quality
Management to accurately report non-call activities in the Dashboard and
Reporting applications.
• Clearly outline factors to rate performance. For example, how does the agent
perform when:
– Handling an application.
– Greeting the customer.
– Entering an order or using tools during the order entry.
– Empathizing with a caller—You might want to consider the following
questions when evaluating the agent’s empathy:
- How does the agent handle the caller’s emotional state?
- How well does the agent empathize with the caller?
- How does the agent ensure a positive outcome at the end of a call?
- What does the agent do at the close of the call?
– Closing a call.
• Align the evaluations with the contact center’s business goals and available
training.
– Do not create an evaluation form that covers every possible scenario.
– Focus on a few critical areas, like how an agent resolves a customer issue
or how well and agent implements new initiatives. For example, if your call
center’s focus is on capitalizing up-sell opportunities, then make that the
focus of your evaluation.
An evaluation that is aligned with the contact center’s business goals provides
quantitative measurements of agents while related training and incentive
programs are rolled out.
• Do not go overboard when creating an evaluation.
– Try to limit your evaluation to three or four measurements.
– Identify the top three or four KPIs you want to evaluate for this quarter or
year.
– Limit the total number of questions to 20 to 30 in the evaluation form so
you can quickly complete the form.