Agent Evaluation

Performance Evaluation:

  • Handling time
  • Agents are often evaluated based on how quickly they can resolve customer issues. The quicker  contact agents solve the issue, the better their ratings are. Obviously, a telemarketing company would earn more when calls are handled faster, because more customers are being addressed.
  • Callback rate
  • This particular criterion refers to the rate at which the same customers call the company again, as a result of different reasons. One of the most common reasons why customers have to make multiple calls to the company is the unsatisfactory assistance they received from the contact center agents they talk to.
  • Customer feedback
  • Agents are rated according to this criterion through a survey. The survey helps determine a contact center agent’s ability to satisfy a customer’s needs. Clients are given online forums where they can state their comments and suggestions on the performance of the agent they talked to. Clients can also use these forms to suggest points of improvement for the product or service they’re having problems with.

Call Analysis

  • Call classification (call type and disposition)
  • Call type frequency and cost ranking
  • Call type cost / benefit analysis
  • Diagram and analyze call flow
  • Evaluate call script/guidelines for completeness and effectiveness
  • Track call disposition – what happens after the call
  • Evaluate agent skills
  • Evaluate learning – what did the company learn
  • Evaluate relationship building
  • Evaluate call effectivenes

Customer Experience Rating

  • Was the customer’s goals met?
  • Was there rapport?
  • Was there a positive emotional connection?
  • Was the use of the customer’s time efficient?
  • Was the relationship strengthened?


Competency Model Development – Monitor Form

  • Identify jobs and tasks
  • Determine skill and proficiency requirements
  • Determine contribution of skill to task completion
  • Develop behavioral criteria determining competencies
  • Create competency assessment form
  • Validate competency assessment against best performers

Agent Skill Assessment

  • Communications (listening, call control, voice presence, pace)
  • Call flow management (effective and efficient)
  • Call standards compliance (policy, script/guidelines, messages)
  • Knowledge (product, system, process)
  • Sales or problem resolution skills
  • Relationship building (rapport, collaboration, continuity)
  • Conflict resolution (difficult or upset caller)
  • Responses to buying signals, opportunities, and issues (appropriate, effective, clear)
  • Learning (captured Voice Of the Customer, business intelligence, customer insight, market insight)
  • Resolution (achieved desired outcome for caller and business)

Agent Satisfaction Survey

  • Job likes and dislikes
  • Role understanding – fit in organization
  • Relationships – with their boss(es) and other agents
  • Communications – adequacy of team, departmental, and organization communication
  • Training and coaching
  • Empowerment
  • Environment
  • Recognition
  • Leadership
  • Learning opportunity & Career Path

Customer Centricity Assessment

  • Customer strategy
  • Customer segmentation
  • Customer value management
  • Customer satisfaction
  • Customer relationship management
  • Customer integration
  • Management of customer generated data
  • Whole product and solutions

Communicative Culture Assessment

  • Respect for individuals
  • Public recognition
  • Consistent communications
  • Encourage participation
  • Agent opinions valued
  • Sense of belonging
  • Visual display of goals and results
  • Encourage interactions
  • Open door policy
  • Cheerful creative atmosphere
  • Important communications are clear, written, and discussed
  • Multiple modes of communications

Recommendation Report Topics:

  • Process changes to improve customer interactions
  • Metric adjustments for goal alignment
  • Potential change management initiatives
  • Program initiatives to meet goals
  • Training program improvements
  • Monitoring and coaching effectiveness improvements, Ideas and suggestions to develop a communicative culture