While most contact managers and supervisors agree that scoring calls are essential for the contact center’s success, there seems to be a debate on whether or not managers should show agents their performance scores. When ICMI surveyed 14 contact center managers, 50% believed that the agents should not see their scores. But why?
There are great arguments on both sides of the debate. Here’s why contact center managers don’t share call scores with their agents;
- As soon as you mention the score to an agent, they stop thinking about improving their behaviors (which is the end goal) and focus more on the scores that affect their appraisal and promotion.
- When a conversation with an agent begins with a deficit focus on QA scores, they immediately switch to fight or flight mode, making it impossible to learn.
- Coaching can often turn into a haggling session with the agents debating on the degree to which they did or didn’t perform a specific behavior to get the scores up.
On the other hand, here are the reasons why contact managers share performance scores with their agents;
- Showing agents their scores gives them a clearly defined path of expectations while serving as a reminder tool, ensuring consistent and high-quality customer-agent interactions.
- It is crucial for agents to see their performance scores so they can know their strong points and areas for improvement.
- Agents, contact center managers, and owners of the brand voice need these to view the success (or not) of the contact center.