Employee Performance Appraisal

[weyantm]

My company recently took over the management of an inbound call center that handles directory assistance for a Govt. Agency. Our company Employee Performance Appraisal Form is very basic. I am looking for a call center/operator specific appraisal form that would be of better use to me that the generic one my company uses.

I would appreciate it if someone could e-mail me what he or she currently uses. My e-mail is mweyant@e3technologies.com

Thank you very much. This forum has been very helpful.

Mike

[n_meghanath]

Mike,

My understanding says that appraisal is all about evaluating the value of the employee with respect to his or her responsibilities towards her job profile (Key role area). The appraisal form should be closely tied to the contribution of the agents towards the business drivers and metrics. There could be different parameters to judge the agent like performance, discipline, reliability, productivity etc. with different weightage based on the importance and the nature of the business. Each parameters should be supported with sub parameters with applicable supportive statement or with facts and figures. This parameters in turn could be turn into no. which could be used to finally derive a percentile figure and attached to a grading or category.

Cheers