Allowing agents to self-assess their performance is crucial for fostering ownership, accountability, and continuous improvement. Self-assessment empowers agents to reflect on their interactions, identify strengths, and pinpoint areas for development.
By actively participating in the evaluation process, agents gain a deeper understanding of performance expectations and quality standards. This process enhances their sense of responsibility for their performance and encourages proactive learning and skill development. Additionally, self-assessment promotes a culture of transparency and trust between agents and supervisors, as it allows for open communication and constructive feedback.
Ultimately, empowering agents to self-assess leads to increased engagement, motivation, and overall performance, driving positive outcomes for both the individual agent and the organization.
