Top tips for introducing agent self-scoring to your team










Self-scoring, self evaluations, self reflection, whatever you call it, it’s the process where your front-line employees mark their own work, listen back to their own calls and evaluate their own performance against the same guidelines used by the quality team.
First off, lets be clear, we’re talking about an agent engagement tool rather than a quality assurance tool. We’re not suggesting you should be replacing a quality assurance framework or process with agent self-scoring. Instead, we’re talking about using this employee engagement tool as a performance management process. It’s a great way to empower agents with self-reflection and self-development, whilst reinforcing understanding and awareness of quality guidelines.
In this blog, I’m going to cover what you need to consider with introducing agent self-scoring:
Used as a performance management tool for increasing agent engagement, this process gives agents the opportunity to succeed though self development and self reflection.
I’ve been working in contact centres for over 30 years and have seen my fair share of tactics to try and get agents closer to understanding quality. This includes getting an understanding of the importance of quality and the impact it can have on the rest of the business but also the impact that having a good understanding of quality can have on the agents own development and career options.
Having a good understanding of quality is having a good understanding of what ‘good’ looks like. It’s also an understanding of the standards that are expected and what an agent needs to do to achieve and surpass them.
It seems a simple idea, but not all agents have the ability (or the drive) to know these things.
There will be a few agents within your team who might show interest in personal development, perhaps are interested to know more about the quality scoring and standards set by the company, or perhaps looking to broaden career options… these are your prime targets for agent self-scoring.
It’s fair to say that agent self-scoring isn’t for everyone. I wouldn’t recommend rolling it out to all as it suits an active learning style, where the student actively seeks out ways to improve. It could easily be met with a negative response if pushed out, so I really believe it should be treated as a performance opportunity for those that are genuinely interested – not a mandatory requirement and certainly not a way to skimp on your QA budget.
Involving agents in Quality isn’t easy. In fact – rolling out any change isn’t easy. As I’ve mentioned before, this isn’t something that you should just roll out and get agents to adopt. I’ve pulled together a list of things to be aware of and consider when looking to introduce this type of agent engagement tool within a team.
Ultimately, the main goal here is to empower agents with their own development, get them closer to quality management and understanding what ‘good’ looks like. These three elements will have a natural impact on agents having better conversations with customers.
As an employee engagement tool, agent self-scoring is a way to keep agents motivated, invested in their own career development and performance and should aid attrition rates, sick days and reduce costs. It shows the business is capable of open and honest conversations with employees, shows there are opportunities for self development and reflection and for those that are interested, a potential insight into management, coaching or quality assurance roles.
Introducing agent self-scoring pretty much means you’re putting more resource into improvement. And that’s a good thing!
The group of people who invest the time in themselves are also investing time in the improvement of the business. Better conversations with engaged agents means more engaged customers and a better customer experience.
If you’re looking to introduce a new employee engagement and performance management tool, agent self-scoring could be for you. This is just one of the features available within EvaluAgent. If you’ve not seen the platform before, click here to find out more and get a free trial. If you’re already using EvaluAgent and want to know more on how to get agent self-scoring set up in EvaluAgent, read this user guide.