Anna goes the extra mile to show customers she cares.Ĥ. Jackie always asks for customer feedback and delivers it back to the team to work on.ģ. Peter has shown great empathy towards customer problems.Ģ. Here are ten phrases that can be used to encourage and praise call center employees:ġ. But providing positive feedback is beneficial and rewarding for both agent and manager. Giving a performance review can be stressful. Sample Performance Review Phrases for Customer Service

Use your customer service metrics to track performance.

Use conversation transcripts to make your points.

Give an outline of what you might talk about.

Notify agents to let them know that a performance review is coming up.

There are a few ways you can prepare your employees for an upcoming review: Managers must make the employee performance review process as consistent and productive as possible. Managers alone can account for up to 70% of the variance in an employee’s engagement. Giving Feedback in a customer service employee review Monitoring and reviewing agents ensure you can keep an eye on the ongoing metrics that bring success to your contact center. Improve consistency and quality of the contact center.Agent performance reviews can provide an opportunity to share concrete examples of areas to improve. Increase agent retention through actionable feedback.Do you see the same weaknesses or issues in multiple agents? It may be time to reevaluate onboarding materials or soft skills training. Performance reviews are also helpful for discovering patterns in agent performance. They can help identify where your contact center might need improvement.Regular performance reviews give agents a focused idea of where they stand regarding expectations and performance. While reviews are an excellent time to discuss areas that need improvement, take advantage of teachable moments during the process, i.e., an actionable improvement plan. Performance reviews are an excellent way to monitor and communicate agent behavior. All call center agents must be on the same page regarding service standards. Customer service is at the heart of every business.There are other reasons why performance reviews are essential, including: Whether you’re looking at skills, co-operation, tone or another scoring metric, a performance review can help you to improve. Why are Customer Service Performance Reviews Important?Ī performance review gives a snapshot of an agent’s successes and points to areas that may require improvement. Customer service performance evaluations allow agents to understand what they are doing well and what areas need improvement. As people adopt digital channels, your customer service team must deliver. Customer service requirements are at an all-time high. What Are Call Center Performance Reviews?Ī call center performance review is an opportunity to analyze goals, objectives and results with an agent.

Performance reviews can help call centers find success, refine processes and training, and improve customer service standards. Performance reviews can be an excellent opportunity to highlight call center agent strengths and create improvement plans.

Sample manager evaluation comments