You’re struggling with employee turnover. How can you use performance evaluations to turn things around?

Employee turnover is a costly and frustrating problem for many call center managers. It can affect customer satisfaction, productivity, and morale. But how can you reduce turnover and retain your best agents? One effective strategy is to use performance evaluations as a tool for feedback, recognition, and development. Here are some tips on how to conduct performance evaluations that can help you turn things around.

1 Set clear and realistic goals

Before you evaluate your agents, you need to define what you expect from them and how you will measure their performance. You can use key performance indicators (KPIs) such as average handle time, first call resolution, customer satisfaction, and sales conversion to set specific, measurable, achievable, relevant, and time-bound (SMART) goals. Make sure your agents understand the goals and how they align with the call center's vision and mission. Communicate the goals regularly and provide ongoing coaching and support to help your agents achieve them.

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Abdullah Al Shishani💡

Global Customer Service Expert | Proficient in CRM (Zendesk, Zoho and Freshworks) & Call Center Ops | Certified Consultant & Account Management Guru | Driving Customer Satisfaction
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According to a study by Harvard Business Review, employees are 42% more likely to stay with a company if they understand their goals. Utilize performance evaluation apps like 15Five to collaboratively set clear and achievable objectives. This boosts a sense of purpose and direction, reducing turnover.

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2 Provide constructive and timely feedback

Performance evaluations should not be a one-time event, but a continuous process of communication and feedback. You should provide your agents with frequent and timely feedback on their strengths and areas for improvement. Use both qualitative and quantitative data to give them a balanced and objective view of their performance. Avoid using vague or harsh language, and focus on the behavior, not the person. Praise your agents for their achievements and acknowledge their efforts. Also, listen to their feedback and concerns, and address any issues or challenges they face.

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Abdullah Al Shishani💡

Global Customer Service Expert | Proficient in CRM (Zendesk, Zoho and Freshworks) & Call Center Ops | Certified Consultant & Account Management Guru | Driving Customer Satisfaction
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Timely feedback is crucial. A study by Gallup found that employees who receive feedback are 12.5% more productive. Use apps like Lattice to facilitate regular feedback loops. Constructive criticism helps employees grow, reinforcing their value.

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3 Recognize and reward performance

One of the main reasons why agents leave call centers is the lack of recognition and reward for their performance. Performance evaluations can help you show your appreciation and motivate your agents to perform better. You can use various methods to recognize and reward your agents, such as verbal or written appreciation, certificates, badges, bonuses, incentives, promotions, or career opportunities. You can also create a culture of recognition and reward by encouraging peer-to-peer recognition and celebrating team successes.

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Abdullah Al Shishani💡

Global Customer Service Expert | Proficient in CRM (Zendesk, Zoho and Freshworks) & Call Center Ops | Certified Consultant & Account Management Guru | Driving Customer Satisfaction
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Acknowledging achievements is pivotal. According to a SHRM survey, 68% of employees believe that recognition positively impacts their job engagement. Implement apps like Bonusly for peer-to-peer recognition or internal incentive plans. Design top 3 achievers certificate to highlight other than just 1st. Emphasize a culture of appreciation.

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4 Identify and support development needs

Performance evaluations can also help you identify and support your agents' development needs. You can use the evaluations to assess your agents' skills, knowledge, and competencies, and determine their gaps and potential. You can then create a personalized development plan for each agent, based on their goals, interests, and aspirations. You can also provide them with various learning and development opportunities, such as training, coaching, mentoring, shadowing, or cross-functional projects. By investing in your agents' development, you can help them grow, improve, and advance in their careers.

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Brandon R.

Quality Assurance & Compliance CPD
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Create an internal learning portal enabling staff to access diverse modules for professional development. Additionally, consider apprenticeships as another avenue for fostering growth within the business.

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Abdullah Al Shishani💡

Global Customer Service Expert | Proficient in CRM (Zendesk, Zoho and Freshworks) & Call Center Ops | Certified Consultant & Account Management Guru | Driving Customer Satisfaction
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Employees value growth opportunities. A CareerBuilder survey found that 87% of millennials and 69% of non-millennials view career development as crucial. Use apps like Udemy to identify skills gaps and provide learning resources. Aligning individual aspirations with organizational objectives enhances job satisfaction.

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5 Follow up and monitor progress

Performance evaluations are not complete without follow-up and monitoring. You need to track your agents' progress and performance over time, and provide them with regular updates and feedback. You also need to review and adjust the goals, feedback, recognition, reward, and development plans as needed, based on the changing needs and expectations of your agents and customers. By following up and monitoring, you can ensure that your performance evaluations are consistent, fair, and effective.

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Abdullah Al Shishani💡

Global Customer Service Expert | Proficient in CRM (Zendesk, Zoho and Freshworks) & Call Center Ops | Certified Consultant & Account Management Guru | Driving Customer Satisfaction
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Consistent follow-up is key. A study by WorkTango revealed that regular check-ins decrease turnover by 14%. Apps like Deel can assist in tracking progress. Regular communication helps address concerns promptly, fostering a supportive environment.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Daniella Kuyinu

Customer Success ||Content and Product Marketer ||Finance ||B2B B2C SaaS
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Performance evaluations serve as more than just assessments, offering a platform for constructive feedback and growth opportunities. They recognize achievements, align personal goals with company objectives, and encourage open dialogue. By ensuring fairness, supporting ongoing development, and aligning with company culture, evaluations become powerful tools for fostering growth, satisfaction, and reducing turnover.

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You’re struggling with employee turnover. How can you use performance evaluations to turn things around?

1

2

3

4

5

6

1 Set clear and realistic goals

2 Provide constructive and timely feedback

3 Recognize and reward performance

4 Identify and support development needs

5 Follow up and monitor progress

6 Here’s what else to consider

Call Center Administration

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You’re struggling with employee turnover. How can you use performance evaluations to turn things around?

1

2

3

4

5

6

1 Set clear and realistic goals

2 Provide constructive and timely feedback

3 Recognize and reward performance

4 Identify and support development needs

5 Follow up and monitor progress

6 Here’s what else to consider

Call Center Administration

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