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A formal policy should be in place and detail:

  • Performance Guidelines
  • Tools and Measurements
  • How reviews and scores will be communicated

Here are the components:

  • Performance Evaluation Policy Form
  • Performance Standards (Calibration) Chart
  • Quality Monitoring Form
  • Performance Evaluation Form

If you would like samples of these forms, please send me your email and I will gladly share . . .

Trends in Quality Assurance:

  • Less punishment more training
  • Cheaper data storage
  • Helps the rest of the business
  • Integration with other systems
  • Customer surveys and be sure to share with your staff
  • Screen capture with recording
  • Speech analytics

This week’s question for your Supervisors – Do we have sufficient staff reviewing employee performance?  If not, what is your plan to prove why you need more?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant


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