Choosing the Right Appraisal Model for a 200-Employee Call Center: What Would You Recommend?

Dear Seniors,

I would like to ask, how do I decide which appraisal model I should implement in my company? Right now, we have about 200 employees, and we're following a 180-degree appraisal system where self-appraisal forms are filled by employees and submitted to the HR department. The ratings are then provided by the immediate Reporting Manager and a Reviewer based on various parameters such as job-specific skills, quality of work produced, etc.

We're a domestic call center that comprises agents, team leaders, quality analysts, trainers, etc., besides other departments like Front Office, Finance, Design, Content, and the HR team.

Please guide me on which appraisal system might be best for our company.

Thanks a lot. I am eagerly waiting for your reply.

180-degree performance appraisal has many advantages in its own way. It surely works in some sectors, but as far as your company is concerned, you should go for a "KRA-based performance appraisal system." This is because, based on my knowledge of that industry, I believe you might have a moderate-age staff, so you can ask them for more clarity in work.

A KRA-based PMS is a really good tool. With this system, you can also pinpoint some areas where more priority needs to be given in work. However, for the sales department, I suggest continuing with the 180-degree performance appraisal system.

Thanks for your prompt reply. Do you think in this case we should also have subordinates rate their reporting managers on various parameters and then provide feedback to the RM? Please suggest.

No, no, no...

I think it's not that much of a guaranteed or thoughtful way, as far as my perception is concerned. Many times, employees tend to give negative replies in some way to their immediate boss (it may be because of past grievances or sometimes because of some misbehavior or anything else).

Yeah, but it's totally different when using the 180 or 360 Degree Performance Appraisal System.