A quality evaluation is a quality management activity in which an individual, typically a supervisor or someone from the QM/QA team scores an agent interaction based on key criteria defined in a quality form. Quality evaluations provide feedback to agents on their performance and act as a foundation for coaching and improvement.
The actual evaluation execution is quite straightforward, since the quality form and quality plan have really done a lot of the heavy lifting. Still, there are a few key things to consider:
Evaluator pool: In large contact centers, there is usually a dedicated quality management team. In small and mid-sized contact centers, evaluators are often supervisors and managers on double duty. In those scenarios, effective quality management software is even more important to ensure form creation and quality plan execution is easy and automated. Multitasking evaluators have no time to waste chasing down form versions or wading through undifferentiated interactions.
Self-evaluations: Self-assessments in a quality management program encourage employees to review and improve their own performance.
Agent acknowledgement: Once the evaluation is completed, it’s critical that the evaluation and accompanying feedback is reviewed by the agent. Whereas this once meant the evaluator walking by the agent’s desk and dropping off a completed evaluation, quality management software enables a more automatic, digital process.
