The Art of Self-Assessment

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Self-assessment is a critical aspect of personal and professional growth. It enables individuals to reflect on their strengths, weaknesses, and areas for improvement. When it comes to developing agents and having coaching sessions, self-assessment can help individuals to identify their strengths as coaches and areas where they may need improvement.

Here are some tips for the art of self-assessment when it comes to developing agents and having coaching sessions:

Set Clear Expectations

Make sure that agents understand the expectations. This could include call duration, call resolution, customer satisfaction scores, and more. Encourage agents to assess their performance against these metrics and identify areas for improvement.

Frequently Conduct Call Calibrations

Call calibration sessions should be a part of your monthly development cycle. During these sessions, the primary focus should be on allowing Agents to self-assess their performance and identify their strengths and opportunities. Remember, they should provide feedback before you do! 

Create a Feedback Culture

Create a feedback culture: Encourage agents to seek feedback from their supervisors and peers. This can be done through regular coaching sessions or by setting up peer review groups. This feedback can help agents identify blind spots and areas for improvement.

Encourage Reflection

Encourage reflection: Encourage agents to reflect on their calls and identify what they did well and what they could have done better. This reflection can help agents improve their performance and build their confidence.

Remember, self-assessment is an ongoing process. It's important to set clear expectations, frequently conduct call calibration sessions, create a feedback culture, and encourage reflection. With practice and dedication, you can continue to grow and develop as a coach and help your agents reach their full potential.