We’re hiring! Visit our careers site to view our openings.
by Linda Matthijs | May 08, 2019
We’ve probably all heard of quality assessment (QA) before, where a quality specialist goes over agent interactions and checks to see if there are any possible areas of improvement or development. But what if we turn that top-down model on its head and instead embrace a collaborative approach, empowering them to be co-assessors? What if we ask them to self-reflect on their own performance, rather than only respond to the feedback of a third party?
I’ve heard quite a few arguments against this, so before you can object, let me list some of the more common ones.
These are valid considerations, but I’d ask you to take a moment and approach this from a different perspective, from the front line perspective of an agent – “I’m now not only being actively involved in assessing my performance, but I’m being given a voice in my personal development!”
By involving the agent in the assessment process, we’re ensuring that they are engaged on a whole new level, and what do you think the chances are that increasing the level of engagement will lead to an increase in the quality of their performance?
Engaged agents are a huge plus for team morale, and by turning them into active participants in their development path, we are empowering them by creating a sense of ownership, and we open the door to a world of proactive behaviors.
Studies have shown a high satisfaction rate in agents who actively participate, and this can translate into very tangible benefits. Agents who are highly engaged are:
Unfortunately, in most work environments agents have limited power to define their development path. All too often, they are restricted to having an impact only within the framework for performance and development built by someone else. Self-scoring is a tool to break free of these preset boundaries and enable agents to be part of their own evolution.
This becomes especially powerful when we emphasize the fact that QA is so much more than a management tool, with scores divvied out in bright reds and greens. QA provides raw data to identify opportunities for coaching. It’s meant to empower trainers and coaches by giving them a platform to discover where they can best focus their attention, and in turn, this should deliver real benefits back to the agents through tailored and personalized training.
Self-scoring can help to make agents far more receptive and open to these kinds of customized approaches to coaching. When people are given the chance to assess their own shortcomings, they are less likely to feel singled out or unfairly judged than when these assessments are coming externally from an analyst they have perhaps never met.
By creating this open and transparent environment, trainers and coaches will find that self-scoring can improve the efficiency and content of their coaching sessions. As agents gain insight and voice into their development, their motivation increases in line with their performance, and any action plans borne from self-assessment tend to produce stronger and longer-lasting results.
This means benefits for agents, and benefits for coaches and trainers. So it should be no surprise that there are also benefits for your business. As agent performance and motivation improve, and this will result in improved CSAT and NPS. Self-scoring gives agents an opportunity to look at their customer interactions from a completely different perspective, and it’s these moments of observation that help to crystallize the end-goal for any agent – creating the best possible customer experience. And you’d be hard-pressed to find someone who doesn’t want to boast of that!
By having your agents engaged in their developmental process, an innate affinity towards contribution to improving work processes and strategies is nurtured. Starting with their own skills and knowledge, they gain a greater understanding of where the business as a whole can improve, and more importantly, want to help to work towards that improvement.
Highly engaged employees are almost 500% more committed to helping their company succeed, and self-scoring engages them on multiple levels. Should be a no-brainer, right?
Linda is located in Buenos Aires. With a discerning eye for quality and how this intricately links to personal development, it prompts a daily focus which she thoroughly embraces. In her spare time, Linda enjoys being in the kitchen trying or inventing new recipes, sometimes, but not always, successfully. She can also be found catering to her photography passion where she works hard to portray individuals, each in their own unique way.
Yes…. Another thought piece on how COVID-19 is re-shaping life as we know it and what can we learn from it going forward.
With people stuck at home and shops closed, several industries, such as e-commerce, streaming entertainment, and gaming, are experiencing hyperactivity. The influx is driving revenues but also customer support needs.
Did anyone see that Assassins’ Creed Valhalla announcement trailer? Of course you did. Chances are you did not discover it on your own, but instead it appeared on your social media channels, most likely shared by a fan of the franchise or an influencer. At least that is how it happened to me. Game marketing truly has changed in the era of digital, community, and influencers.
It’s often said, ‘people are the weakest link in cybersecurity’. I get that and I agree that we must seek to minimize human-related threat vectors. But I believe that if we view our people, our teammates, as our greatest security asset, then we start from a position of strength.
In BPO, we often talk about how we deliver the best possible customer experience. We focus on training knowledgeable and empathetic agents, we run and rerun staffing simulations to ensure minimal wait times. These things are important, but, for the most part, once a customer is reaching out to us, it’s already a ding to the overall customer experience. Customers want an easy experience that works as it should and is intuitive.
Last month, Vice ran an interesting article by Jess Morrissette on how games marketing invented toxic gaming culture by promoting toxicity and harassment as value propositions for gaming. While considered perfectly reasonable at the time, games marketing has luckily taken a turn for the better.
One of the most interesting things about the gaming industry is that gamers don’t behave like customers. Sure, they have no problem spending like customers, but their devotion and passion makes them more like super-fans.
With more and more companies providing work-from-home possibilities, and children spending more time at home during school breaks, many tend to fill the time previously spent commuting or at after-school activities on picking up new or old hobbies. It comes as no surprise that playing video games is one of those favored hobbies.
The World Health Organization and almost every national government has encouraged everyone in non-essential roles to stay at home. With millions of people in self-isolation, there is a real need to ensure these people have something to do.
Companies across the world are finding their business extremely disrupted at present and it looks like things may get worse before they get better. During this time there has been a strong focus on the need for people to work from home...
In this new day and age where no one spends more than 67 seconds away from a screen without at least a hint of anxiety, recruiting and engaging this new wave of job seekers is no less complicated than swiping right, get a match and then not really knowing how to open a conversation anymore (sound familiar?).
One methodology to aid in creating the right structure and behaviors in the customer support or customer service domain is called KCS (Knowledge-Centered Service).
In virtually any organization where continuous learning and improvement are priorities, there will eventually be a need to organize learning and training using a Learning Management System (LMS)...
Consumer support over any channel, in any language, at any time: 5CA’s successful contact center as a service is possible because we use technology to make planet Earth our talent pool. It also presents an intriguing challenge: How do we balance flexibility, productivity, and security?
The most common response I get when I tell people I work in Workforce Management (WFM), often coupled with a very confused facial expression, is “Hmmm, is that in HR…?”
We’ve probably all heard of quality assessment (QA) before, where a quality specialist goes over agent interactions and checks to see if there are any possible areas of improvement or development...
The most successful companies make listening and understanding their customers a vital part of their business strategy. Sounds simple, doesn’t it?
Staff engagement has a variety of factors that employees should give attention to, and one of these factors that I am particularly passionate about is employee development.
Chances are your company has a defined mission statement. A short description of your market, goals, and how you intend to reach those goals...
What do you make of this phrase: If we want to improve our CSAT then we need to increase FCR! If you're new to customer service then this is probably complete gibberish to you...