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Agent self-evaluations or self-assessments are a quality management activity in which agents evaluate and score their own interactions using the same evaluation form that another evaluator would use. Self-assessments encourage employees to review and improve their own performance and can create real “aha” moments for agents. When they actually listen to themselves interact with the customer, they can better understand where both their evaluators and their customers are coming from with their feedback. Best practices suggest that agents complete, at minimum, one self-evaluation per month.
Quality management software can make it easy to route self-evaluations to agents, delivering it to them with the appropriate form through the same agent interface they use to handle customer interactions.
Here are some of the benefits of agent self-evaluations in a contact center:
By optimizing the use of self-evaluations, contact centers can leverage the benefits mentioned above to create a culture of continuous improvement, enhance agent performance, and ultimately provide better customer experiences.
