Solutions for Supervisors (2) Evaluate agents fairly
For better agent retention, fair and appropriate agent evaluation that keeps agents morale high is critical. The traditional method of selecting and evaluating random calls has the following problems.
- Agents evaluation is based on a small sample of their calls and may not represent their fair performance.
- Evaluation can be subjective and it may vary by evaluator.
ForeSight automatically evaluates 100% of calls and gives supervisors performance metrics such as talk script adherence rate, enabling fair agent comparison and evaluation. Agents also benefit from this objective and quantitative performance evaluation and their job satisfaction can improve.