Consistency is the foundation of a world-class support team.
This template helps you assess reps objectively, based on customer outcomes and QA standards — not gut feel or scattered notes.
Definition: Agent performance evaluation is the process of measuring how effectively a customer-facing team member delivers on experience, empathy, and operational consistency — using real conversations as the source.
| Benefit | Description | Impact |
|---|---|---|
| Objective Evaluation | Score based on consistent criteria | Less bias, more clarity |
| Team-Wide Standardization | Align QA across agents and teams | Deliver consistent experiences |
| Faster Review Cycles | Replace manual call scoring | Save hours per QA round |
| Quote-Supported Coaching | Give reps feedback they can see and feel | Improve performance over time |
QA Managers: Conduct performance reviews at scale
Support Leads: Identify trends across reps or queues
CX Directors: Align frontline quality to brand expectations
Coaching Teams: Deliver better 1:1s with quote-backed feedback
Absolutely — many teams use the reports as the foundation for 1:1 coaching conversations.
“Insight7 trans
formed our QA process. Instead of manual scoring, we get consistent evaluations with quotes we can use directly in coaching.”
— Maria Chen, Support Operations Director
