A quality evaluation is a quality management activity in which another individual, typically a supervisor or someone from the QM/QA team scores an agent interaction based on key criteria defined in a quality form. Quality evaluations provide feedback to agents on their performance and act as a foundation for coaching and improvement.
The actual evaluation execution is quite straightforward, since the quality form and quality plan have really done a lot of the heavy lifting. Still, there are a few key things to consider:
Evaluator pool: Who are your evaluators? In large contact centers, there is usually a dedicated quality management team – but we can’t all be so lucky. In small and mid-sized contact centers, evaluators are often supervisors and managers playing double duty. In those scenarios, it is even more important that you employ effective quality management software to ensure form creation and quality plan execution is easy and automated – because these multi-hat evaluators have no time to waste chasing down form versions or wading through piles of interactions!
Self-evaluations: As the saying goes, “We’re our own harshest critics” – which is a great reason why you should include self-evaluations into your quality management program if you don’t already. Self-assessments encourage employees to review and improve their own performance.
Agent Acknowledgement: Once the evaluation is completed, it’s critical that the evaluation and accompanying feedback is reviewed by the agent. Back in the day, this might have included the evaluator walking by the agent’s desk and dropping off a completed evaluation (much like a teacher in grade school passing out the results of a quiz) – but, using quality management software, this can happen in a more automatic fashion
NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact (or call) center operations. CXone includes:
Omnichannel Routing – routing and interaction management. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.
Workforce Optimization – unlocks the potential of your team. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).
Analytics – turns insights into results by making data relevant, easy to consume and actionable. These solutions include interaction analytics, customer surveys, reporting and performance management.
Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.
CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.
