Contact Center Agent Self-Evaluation Form
Use this form to review your own performance, identify strengths and improvement areas, and plan next steps for development.
Agent and Review Context
Agent Name
*
First Name
Last Name
Agent ID / Employee Code
Team / Queue / Department
*
Please Select
Sales
Support
Billing
Retention
Technical Support
Other
Supervisor Name
First Name
Last Name
Evaluation Period Start Date
*
 -
Month
 -
Day
Year
2 digit month, 2 digit day, 4 digit year
Date
Evaluation Period End Date
*
 -
Month
 -
Day
Year
2 digit month, 2 digit day, 4 digit year
Date
Evaluation Date
*
 -
Month
 -
Day
Year
2 digit month, 2 digit day, 4 digit year
Date
Contact Channel Evaluated
*
Phone
Chat
Email
Social Media
Other
Self-Evaluation of Core Skills
Greeting and professionalism
*
Poor
1
2
3
4
Excellent
5
1 is Poor, 5 is Excellent
Active listening
*
Poor
1
2
3
4
Excellent
5
1 is Poor, 5 is Excellent
Product and process knowledge
*
Poor
1
2
3
4
Excellent
5
1 is Poor, 5 is Excellent
Call control and interaction handling
*
Poor
1
2
3
4
Excellent
5
1 is Poor, 5 is Excellent
Issue resolution
*
Poor
1
2
3
4
Excellent
5
1 is Poor, 5 is Excellent
Empathy and rapport
*
Poor
1
2
3
4
Excellent
5
1 is Poor, 5 is Excellent
Compliance with scripts and procedures
*
Poor
1
2
3
4
Excellent
5
1 is Poor, 5 is Excellent
Documentation and notes accuracy
*
Poor
1
2
3
4
Excellent
5
1 is Poor, 5 is Excellent
Customer satisfaction focus
*
Poor
1
2
3
4
Excellent
5
1 is Poor, 5 is Excellent
Overall effectiveness
*
Poor
1
2
3
4
Excellent
5
1 is Poor, 5 is Excellent
Interaction Review Table
Interaction Reference ID
*
Interaction Date
*
 -
Month
 -
Day
Year
2 digit month, 2 digit day, 4 digit year
Date
Channel
*
Please Select
Phone
Email
Chat
Social Media
In-Person
Other
Issue Handled
*
Outcome
*
Interaction Review
*
Rows
Outstanding
Strong
Adequate
Needs Improvement
Self-rated performance
1
2
3
4
Lessons learned
5
6
7
8
Strengths and Improvement Plan
Top Strengths
*
Key Improvement Areas
*
Recent Interaction Examples
Coaching or Support Needed
Action Steps for Next Review Period
*
Submit Self-Evaluation
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