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From Scoring to Supporting: Transforming Call Reviews into Empowerment Tools Call scoring is crucial for performance evaluation. However, many teams view these reviews negatively. As leaders, we must transform this perception, turning call scoring into an empowerment tool. Here's how: ✅ Reframe the Purpose: Communicate that reviews are for improvement, not criticism. ✅ Focus on Strengths: Start with positives to build confidence. ✅ Make it Interactive: Encourage self-evaluation before reviews. ✅ Provide Actionable Insights: Offer specific, applicable suggestions. ✅ Create Individual Development Plans: Use insights to plan future growth. ✅ Celebrate Progress: Acknowledge all improvements. ✅ Offer Resources: Follow up with relevant support. ✅ Lead by Example: Participate in the process yourself. ✅ Continually Refine: Seek feedback on the review process. ✅ Connect to Bigger Picture: Show how individual improvement impacts team goals. By shifting from scoring to supporting, we create an environment where our team feels empowered to grow and excel.

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