Why do it?
Empowering agents to occasionally evaluate one of their own contacts is a great way to engage those team members who want to take more responsibility for their own performance, and who want to play a more active part in the quality and improvement process.
It's also a great way to help team leaders to deliver more effective feedback and coaching. Encouraging an agent to self-score and self-reflect based on their own evaluation and observation of their performance can really help to highlight previously unconscious behaviours.
What will agents be able to do?
First and foremost, your plan needs to include system-access for agents for this to be relevant to your operation. If this is the case, by granting agents permission to self-evaluate, you will enable them to:
- Occasionally evaluate one of their own contacts if they wish to.
- Select a manager to evaluate one of their contacts that they feel would benefit from review
- Play an active part in calibration sessions
You could assign 3 permissions to the Agent role to get them more involved in the QA process. (See below). Don't worry - To ensure that agents only ever see their own personal data, we've configured the platform such that if a User with (only) the Agent role is granted the following permissions, then a number of unique system constraints apply:
- Permission 1: Evaluate: If an agent is granted this permission, then they can only choose to evaluate their own contacts, and they will only ever see evaluations assigned to themselves.
- Permission 2: Calibrate: If they choose to invite a colleague to blind-score one of their contacts, then they will only ever see calibration sessions that they have instigated on one of their own contacts.
- Permission 3: View Completed Evaluations: If an Agent is granted access to this table, they will only ever be able to access evaluations completed on their contacts.