Performance Management: The Agent Assessment Form
The fundamental goal of performance management is to promote and improve employee effectiveness. One important aspect of that undertaking is the agent assessment form.
The assessment form plays a central role in framing discussions between agents and managers with an aim toward setting specific performance goals, measuring progress, providing feedback and coaching for improved performance, and rewarding achievements. But the results won’t be as successful if the form does not provide the necessary content to move those discussions forward.
Let’s start with the obvious – the name of the agent, the assessment period under review, and the date of preparation.
There are two ways to proceed – a standard list of goals for every contact center agent (faster response times, lower average handle time, more upsells, etc.) based on the objectives of the business and the areas that present the greatest ongoing challenges. This is where you would also list any attributes, or relative competencies, that you expect from every agent (teamwork, problem solving, etc.) Or, the form can be customized for each agent, providing specific areas where improvement is needed most.
How specifically do you wish to address performance? You could use a 1-10 scale, ten being the best – but that’s not as precise as it could be. What real difference is tangible between a 5 and a 6 rating – and if someone improved from a 6 to a 7, would that be cause for celebration?
Try fitting all answers into as few choices as possible. We prefer just three:
Fell short of expectations
Each of these categories is clear and leaves little room for confusion. Plus, it will be more obvious when an agent moves up (or down) within such a limited scale, thus triggering greater reward or more training.
Having the manager and agent both sign the assessment form might seem like a formality, but it’s still important. If the agent wishes to add any additional comments prior to signing, such feedback should be encouraged. You never know where the next great idea might come from.
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