Picture this: you get a call from one of your agents and they don’t agree with their evaluation score. As a contact centre manager you’ve mostly likely been here. So, what steps can you take to resolve the situation and make sure your agents are happy and aligned on contact centre best practises? Here are some helpful tips from Calabrio experts on coaching and addressing the concerns of an agent who doesn’t agree with an evaluation score.
Read the transcript
Oh hey Nick, what’s up? Oh, I’m sorry to hear that. Let’s find some time to look into that together. I’ll send you an email before lunch and let you know what the first steps are.Talk to you soon Nick.
Nick did not seem too happy about that evaluation.
I’m sure this has happened to you- a contact centre agent comes to you and they’re not too jazzed about a recent evaluation. They want to talk to set the record straight. So what are some best practises to use if this happens to you? Our Calabrio contact centre experts have a few ideas that I can share with you.”
The first thing you want to do is go back to the beginning and have the original evaluator review the call. Now you can do this a couple of different ways.
But if not, the next thing you want to do is…
You assign a calibration task to the agent.
But if not, the next thing you want to do is have that agent do a self-evaluation of the call. Do this by assigning them a calibration task. (Tip: you need to the agent’s role configured for self-calibration.) That will give them a chance to listen to the call with the evaluation form in front of them.
A few different things could happen. The agent might listen to the call and decide, “oh shoot, I really missed something there” or “I didn’t catch that.” They might be really hard on themselves. The other end of that is they might listen to the call and think they did everything perfectly and that they are a call centre rock star. Either way, what you are really trying to You want to get into their head space and see where they are coming from.
Before you schedule that coaching session …
Assign yourself a calibration task.
Before you schedule that coaching session, make sure you give yourself a chance to evaluate the call as well. Assign yourself a calibration, go through the form, and come to your own conclusions about the call.
The next step is to schedule a time to meet with the agent to go over their evaluation. Here’s a suggested agenda that you can have for this meeting:
After you’ve spoken with your agent, this is a great time to check in with your team of evaluators as well.
Have one or two of those evaluators calibrate that same call. Check and see where they are in alignment and make sure that they also understand the questions on the form.
Depending on what trends and issues you uncover, this might be a good time to take a step back and do a wider calibration session with the entire team, or maybe do some training or coaching with your team of evaluators. It’s a great opportunity to check in with them.
Congrats! You not only addressed the agent’s concerns, you also improved the quality of future calls, and you aligned your evaluation team! Nice work.
For more tips like this from our Calabrio experts, check out our Customer Success Centre! You’ll find everything from videos like this to white papers to ebooks to user guides- all sorts of information and innovative ideas to improve your contact centre!
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