Maintenance Manual

Recordings
Evaluation Forms
135
– Match questions and sections to the flow of a typical call to make it easier
for evaluators to score agent performance. For example, you could create
three sections named Greeting, Order Entry, and Closing.
– Indicate the relative importance of questions and sections by assigning
them different weights.
– Use no more than 10 sections in an evaluation form.
– Use no more than 10 questions in a section.
• Decide whether there are any key points of “failure.”
– Mark questions that address critical behavior (such as courtesy) as KPIs.
If such a question is scored negatively, the entire evaluation fails.
Maximizing Quality Management Value through Effective Evaluations
The evaluation is the net result you get out of a qual
ity management recording solution.
It starts with the recording but it is really the evaluation where you can separate the
excellent agent behavior and identify the areas where agents need improvement.
• Prioritize your initiatives—Start with the highest value/highest priority.
• Establish a level of success—This is the desired behavior.
• Create a log of measurements and compare scores over time—Pick an
evaluation form and stay with it for at least a quarter so you can measure
improvement over time and verify if your training and coaching is improving
performance over this time period.
• Review agent evaluations and play back calls to determine root cause—Find
out where you are having problems and improve training through root cause
analysis.
• Make agent, team, and organizational comparisons—Measure progress at all
levels.
• Move on when you have established success—When you no longer have
problems in one section of the evaluation, for example agent greetings, you
can remove it from the evaluation. As your contact center’s business goals
change you can add new sections to the form to continually improve the
performance of your agents.