hope this will be helpful....
Communication skills ( Excellent communication skills, can express ideas and opinion effectively, can provide information to the clients with clarity, is an effective listener and can effectively respond to both verbal and non-verbal clues)
Attendance: (Must be regular; this would be calculated as " No of actual working days in the month *100/number of scheduled working days in a month". A Leave request on the scheduled working day is considered to be unplanned and unscheduled. All unplanned and unscheduled leaves must be notified to the team leaders before 2; 30 P.M. A leave without notification does not fetch any score. Information sent through text (SMS) or through peers would not be considered as notification. The concerned person would have to speak to the Team Leader or any other person higher up for notification.
Quality: This would be calculated on the basis of the weekly average scores on the calls monitored
Escalations: This would be based on the monthly escalations report (from the client's side)
Productivity: This would be calculated on the basis of the monthly sales report from the sales tracker form the team leaders
Adherence to schedule:
Improvement orientation and learning ability: Open to new ideas and challenges, flexible and adaptable, eager and fast learner
Team Work: Cooperates with other team members to carry out the set responsibilities. This reflects the behavior of a team member and means participation in team activities/outings beyond the call of duty. Realizes the shared goals even when he/she does not directly benefit from it. Shares ideas, suggestions and information with other team members. This however being subjective, the team Leader would have to substantiate this with data.
Client appreciations: This would depend on the number of appreciation mails the agent has received from the client for excellent performance. As this too is subjective, the Team Leader would have to decide which one to consider as an appreciation mail.
Employee Referrals: This would depend on the number of referrals in the month and total number of resumes uploaded in the database.
Process Improvement Ideas: This would depend on the total number of process improvement ideas
Process Compliance: Perfect adherence to process, to the norms and guidelines lay down by the organization and the client. Knowledgeable about all the policies related to the work area and also beyond the work area.
Kindly guide me with the format.
i want to tell one things... It is the critical system in Human resource system because you thought to evaluate the employee performance and then give promotion or demotion to them... but what the employee expect, superior manager suspect our performance .... so they are de motivated through appraising the employee.
kra,360 degree,180 degree these are all good for PA... but these are old one is you know. so we want to change new appraisal... it will be better
360 performance appraisal & -research.php site:citehr.com