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Reviewing Agent Performance For Bonus Season


Evaluating employees in  preparation for review time can be one of the most time-consuming, challenging responsibilities for managers.

How do managers reward the employees who consistently deserve recognition for their efforts? How do they encourage everyone to do the best work that they possibly can at all times and get the most effort out of employees? By reviewing agent performance more carefully and consistently with speech analytics, managers can save time and money.

Taking A Look At Their Work

It is a lot easier to review the work of employees at a call center than it perhaps was in the past. Now, employers have the option and the ability to review all of the calls with individual customers. They can even zero in on particular calls and see how certain situations were handled. This is an invaluable tool for managers of businesses.

How To Review An Agent

Managers can perform call center agent reviews on a very scientific level. They can measure agent performance by the number of calls per agent and how well the agents handle those calls. This process is actually very clinical and unemotional. However, most managers have at least some flexibility with how they review agents. There is a human element that plays a role in all of this. That said, call reviews should include actual call data for at least part of the call.

Distributing Bonuses

Handing out bonuses needs to be done in a careful way. You don’t want anyone to feel that they have been cheated in the process. Everyone should have an equal shot at the bonus. In the end, it should all come down to performance. If anyone feels as though they are being unfairly cheated out of a bonus, internal company politics can erupt in an ugly way.

Contact us to learn more about how to properly review agents and give out bonuses.

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