Need Help with Appraisal Formats for Call Center Roles: Guidance Appreciated

Dear Seniors,

I work in a domestic inbound Call Center and I am in need of appraisal formats for my company. Specifically, I am looking for formats for Customer Care Executives, Team Leaders, and Quality Incharge. This is new to me, so I would appreciate your guidance through this process.

Below are the job profiles for each designation:

1. Customer Care Executives: Responsible for handling inbound calls, cross-selling for bookings, and maintaining quality and discipline in the Call center.

2. Team Leader: Duties include preparing reports, managing employees (CCEs), maintaining discipline, and introducing new initiatives to foster a healthy work environment.

3. Quality Incharge: Responsibilities involve ensuring the quality of the CCEs, conducting mock calls and call monitoring, providing timely feedback to agents, preparing quality reports, and implementing initiatives to enhance agent quality.

I kindly request that you provide me with the necessary formats at your earliest convenience. Your assistance will be greatly appreciated.

Thank you in advance,
Sana :) :) :)

Don't be upset. 😊 Here's an attachment; check it out. You can use it by making necessary changes. All the best.

Regards,
Sohini

Dear Sana,

You can use the rating scale method, where the employee is given ratings among various parameters like Leadership, Attitude, Efficiency, Job Knowledge, Quality, Punctuality, Ability, etc., according to the different levels and designations. By including these parameters, try to prepare an appraisal form. :)

Shamanth

Thank you, Sohini and Shamanth, for your input. These points are useful! 😄😄😄
But tell me one thing... Would these points be satisfactory for all the designations that I have mentioned? 🤔🤔🤔

Regards,
Sana