We want to be transparent and that is why the agents will have full view of the behaviours. However, we want to avoid making the points available as we don’t want the agents to focus on these. The points are our method to help us determine the agents quality score, but should not be available to view.
The risk is, if agents are aware which I statements have the highest points, they might only focus on these I statements, meaning they don’t perform all the behaviours. So, we want the option to remove the points from view, and when we do coaching with the agents, we will show them the behaviours where there are opportunities for improvement and where they fall within our scoring ranges.
Lisa Carpenter
supported this idea
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Yes, I agree with all the sentiments from Ian.
We want to be transparent and that is why the agents will have full view of the behaviours. However, we want to avoid making the points available as we don’t want the agents to focus on these. The points are our method to help us determine the agents quality score, but should not be available to view.
The risk is, if agents are aware which I statements have the highest points, they might only focus on these I statements, meaning they don’t perform all the behaviours. So, we want the option to remove the points from view, and when we do coaching with the agents, we will show them the behaviours where there are opportunities for improvement and where they fall within our scoring ranges.