Maintenance Manual

Recordings
Evaluation Forms
134
You can always add additional sections in the form, or better yet, replace
existing questions when you resolve issues like greeting customers or
handling an application.
– Identify the key categories. Allow no more than 10 categories.
– Identify questions associated with each category. Allow no more than 10
questions per section. Yes/No questions are preferred.
– Organize your form for ease of evaluation. Match the questions to the call
flow to enable evaluations on the fly.
– Apply weighting and scoring where relevant.
– Identify key points of “failure.” If the questions fails, the entire evaluation
fails.
• Ensure the areas you are measuring have corresponding training materials or
actions. Establish a training or mentoring program to improve agent
performance and address inadequacies.
The goal is to improve the proficiency for the entire contact center and help agents
struggling in specific areas to gain a level of proficiency.
Guidelines for Evaluation Form Questions
Consider the following tips when writing ev
aluation form questions.
• Try to avoid long or complex questions, and do not include questions within a
question.
– Limit the scope of a question to a single measurable event. For example,
“Did the agent greet the customer with their first and last name?”
– Make the question clear to both the evaluator and the agent on how the
agent performed.
– Simple questions allow managers and supervisors to investigate the root
cause of an agent’s low score.
• Use questions that require a yes/no answer whenever possible.
– Yes/No questions provide clear and concise answers.
– Yes/No questions require less documentation and collaboration efforts to
get consistent evaluation measurements.
Numerical ranges require documentation criteria for each number in the
range. This makes collaboration efforts between multiple evaluators difficult.
• Organize your questions by placing them into distinct categories or sections.
– Categorizing questions allows you to produce detailed reports about agent
and team performance in each category.