4 Things that can weaken your performance evaluation program

OABPO Blog Team Published on November 12, 2014

4-Things-that-can-weaken-your-performance-evaluation-program--Open-Access-BPO--call-center-in-the-philippines
Quality monitoring systems and performance evaluation programs are established in every call center in the Philippines to make sure that client expectations and campaign goals are constantly met. System updates and new skills training are regularly done to guarantee favorable results, especially in terms of agent performance.
If your quality assurance and evaluation programs are not delivering the results you are expecting, you need to know which areas should be modified or completely removed from the picture. An ineffective monitoring system leads to poor agent performance. Here are four factors that can contribute to the ineffectiveness of your call center s monitoring system.

1. Lack of evaluation time

4-Things-that-can-weaken-your-performance-evaluation-program

Scheduling time for performance evaluation and limiting the number of calls or outputs to review per evaluation period are the first few things that can determine the success of your evaluation program. The more call center agents there are to evaluate, the more time it would require to review all the recorded calls. This can impact the accuracy of the results. It s important that enough time is allotted for evaluation and the evaluating body is composed of enough people to do the job.

 

2. Poor evaluation criteria

4-Things-that-can-weaken-your-performance-evaluation-program-

Quality monitoring should always be based on standards that are determined by both the call center and the outsourcing client. Key performance indicators (KPI) must be set based on these standards. If your KPIs and quotas are set too low, your evaluation program won t be convincing enough to motivate agents to do better. Set your KPIs too high and you run the risk of having your agents experience job burnout.

 

3. Underqualified reviewers

4-Things-that-can-weaken-your-performance-evaluation-program--

Agents can only have confidence in your performance evaluation program if they know they are being graded by people who know what they are doing. The evaluators must be credible and experienced enough in reviewing recorded calls and giving constructive feedback. There must also be transparency with the results, since agents may assume that there is unfairness or favoritism in the system if they don t get to track their progress.

 

4. Weak coaching strategies

4-Things-that-can-weaken-your-performance-evaluation-program---

Evaluating your agents performance is just the first step in improving their quality of work. The second step is determining how the results can guide your coaching and training strategies. If your coaching process does not allow weak performance areas and other agent needs to be identified and matched with the right solutions, your entire monitoring system will be rendered useless. Agents must also be actively involved in creating action plans and self-evaluation.

Performance evaluation is a process that may take time before it can give you favorable results. It requires careful planning, implementation, and updating. To make your goals easier to achieve, you can start by addressing all of the aforementioned issues that can make your quality monitoring program a failure.
Once you create a strong evaluation program that is sensitive to your call center agents needs, you will greatly benefit from their much improved performance and the manageability of your monitoring and coaching tasks.

Join us on facebook
Open Access BPO 2 days ago
Delivering outstanding #CustomerSupport on over #SocialMedia promptly is essential for enhancing #CustomerSatisfaction and improving the overall brand experience.

But how can your brand consistently deliver on this crucial front?

Improve your customer interactions and build stronger connections on social media by reading all about it on our blog: https://buff.ly/sdjJ2A3

——————————
Give your brand a CX boost on the social web!
Outsource to a #CustomerService expert today: https://buff.ly/aBetHaO

#WeSpeakYourLanguage
#CustomerService #CSat
#CustomerExperience #CX
Open Access BPO 12 days ago
The world is getting smaller, and your customers come from all corners of it!
Partnering with a culturally diverse #CallCenter team isn't just the right thing to do, it's a smart business move.

Learn about the key benefits in our blog:
https://buff.ly/360SqHP

----------
Want a high-value #CustomerExperience for your diverse audience?

Let our multicultural teams help your brand break into international markets without worries.

Contact us today: https://buff.ly/59i7YD6

#WeSpeakYourLanguage
#CX #diversity #inclusion
Open Access BPO 12 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 12 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 13 days ago
Open Access BPO conducted Plant It Forward, a two-part tree-planting initiative, held in Laguna and Davao in May and June 2025.

Volunteers from both activities planted 300 Philippine indigenous trees, which were selected to help maintain the biodiversity in the area.

“This program is more than just planting trees; it’s about cultivating a culture of social responsibility within our organization and demonstrating our commitment to the communities where we operate,” said Joy Sebastian, Global VP at Open Access BPO.

This is only the start. Open Access BPO vows to continue investing in such environmental projects, affirming its core value of creating positive impact.

Read more about the green initiative here: https://buff.ly/HjTlHZC

#WeSpeakYourLanguage
#OABPOPlantItForward
#OABPOcares #IdeaHubOABPO
Open Access BPO 13 days ago
𝐀𝐝𝐝𝐢𝐧𝐠 𝐯𝐚𝐥𝐮𝐞 𝐭𝐨 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐦𝐞𝐚𝐧𝐬 𝐠𝐨𝐢𝐧𝐠 𝐭𝐡𝐞 𝐞𝐱𝐭𝐫𝐚 𝐦𝐢𝐥𝐞 𝐟𝐨𝐫 𝐲𝐨𝐮𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬.
This means transforming basic interactions into meaningful connections.

It's the secret to building strong customer loyalty and driving business success by making customers feel valued and understood.

Dive deeper into what makes a truly value-added #CX and how it can significantly boost #CustomerLoyalty and overall business success: https://buff.ly/8Wxb9gw

——————————
Ready to transform your customer experience? Don't settle for less; elevate your #CX by partnering with a #CallCenter that truly goes the extra mile 24/7.

Learn how our dedicated team can enhance your customer interactions and drive loyalty.
Take the first step towards superior CX today: https://buff.ly/L6dUG5E

#WeSpeakYourLanguage
#CustomerSupport #BPO