Creating an effective Evaluation form in Authenticx involves several best practices to ensure it accurately measures agent performance and provides actionable feedback. Below are some guidelines to help you set up a high quality Evaluation form:
Best Practices for Setting Up an Evaluation Form:
Define Clear Objectives:
Purpose: Understand what you want to achieve with the Evaluation. Is it to improve customer service, ensure compliance, or train new agents?
KPIs: Identify the key performance indicators (KPIs) that the Evaluation will measure.
Involve Stakeholders:
Collaboration: Work with team leaders, quality assurance professionals, and agents to get input on what should be evaluated.
Relevance: Ensure that the Evaluation criteria are relevant to the day-to-day activities of the agents.
Structure and Layout:
Logical Flow: Organize questions in a logical sequence that mirrors the flow of a typical customer interaction.
Clarity: Use clear and concise language to avoid confusion.
Question Types:
Formats: Use the right question type (e.g. multiple choice, rating scale, text box) for the question you’re asking
Behavioral and Outcome-Based: Focus on both the agent's behavior and the outcome of the call.
Scoring Criteria:
Consistency: Ensure that the scoring criteria are consistent and easy to understand.
Balanced Weights: Assign appropriate weights to each question or section based on its importance.
Compliance and Sensitivity:
HIPAA Compliance: Include questions that assess adherence to HIPAA guidelines, if applicable.
Sensitive Topics: Be mindful of questions related to sensitive topics and structure them tactfully.
Feedback and Actionable Insights:
Specificity: Provide specific feedback that agents can act upon.
Training and Development: Use the Evaluation to identify opportunities for Agent growth.
ℹ️ Learn more about Evaluations: