Self-Assessment is not something everyone “buys into” but if you’re not living in a dictatorial work culture it should be something you consider. Here are some key selling points of self-assessment to convince the Castros in your call centre.
When employees are assessing themselves it frees up time managers would have had to spend monitoring. While the monitoring does have to be monitored managers can save anything up to 90% of their QM time.
Sometimes managers don't have the detailed technical expertise required to monitor all aspects, their agents may have specific technical expertise that the manager is not trained on. In those situations they would need to be monitored by both technician and manager, therefore self-assessment reduces time spent on monitoring by two managers.
Sometimes training can be focused on wrong aspects and ignore the most interesting items. Self-evaluation exposes gaps between manager and agent perceptions allowing a manger to identify what they must focus on. Once these discrepancies are highlighted they can discussed and resolved.
Handing over monitoring to the individual gives them greater responsibility on not just their task but on identifying fail points and improving on them. Their ownership over the task increases as well as boosting the decentralized approach to management.
As agents must identify what they did wrong they are forced to follow up with stating what would have been the right course of action and subsequently the lesson learned.
Self-directed learning allows the agent to focus effort on useful information that they don’t already possess. The active nature of self-directed learning also helps employees to retain it better over time (Association for Psychological Science, 2012).
The ultimate goal for your call center is to provide a positive customer experience. However, building brand loyalty and improving efficiency and productivity without quality assurance (QA) isn’t possible. You can’t boost revenue and ROI in your contact center..
This blog has been updated in July 2019
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