Beyond Communication Skills: What Unique Metrics Can Enhance Employee Appraisals in BPOs?

Hello,

I am working as an HR professional at an International Call center. I would like to inquire about the different parameters that can be utilized for the purpose of employee appraisals, beyond the typical metrics such as communication skills and speaking ability.

I look forward to receiving your suggestions.

Ayona

Hi Ayona,

In performance appraisals, the prime factors are the key result areas on which the employee would be assessed for his further growth. The KRA depends on the industry, department, etc. It would be easy for you if you go through the job description of employees before setting the PA goals.

For example, for a marketing guy in insurance:
- Premium generated
- Number of agents required
- Percentage of target achieved
- Product knowledge, etc.

If you have any doubts, let me know.

Regards,
Sujan

Hi,

The appraisal parameters will depend on the level or bandwidth the appraisee falls in. If you are doing an appraisal for an agent, then his KRA will be the prime parameter. Apart from the same, his behavior such as his relationship with peers and seniors, proactiveness, teamwork, etc., and his Individual Development Plan, i.e., his future plan and aspirations in the organization, should be taken into account.

Usually, the first round of appraisal is done with the immediate superior, and then the supervisor sits with the HR and Management Team to calibrate on each appraisal.

Hope the above clears your doubt.

Regards,
Kunal.

Hi,

Kunal is very much correct, and I think we should also consider feedback from his juniors as part of the 360-degree appraisal process.

Regards,
Anuj

Thank you for your suggestions. I have some points in mind and I am jotting them down. Please see if I am on the right track! Do let me know if I have missed out on something!

Communication skills: Excellent communication skills, can express ideas and opinions effectively, can provide information to clients with clarity, is an effective listener, and can effectively respond to both verbal and non-verbal cues.

Attendance: Must be regular; this would be calculated as "Number 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 unplanned and unscheduled. All unplanned and unscheduled leaves must be notified to the team leaders before 2:30 PM. A leave without notification does not earn 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 based on the weekly average scores on the calls monitored.

Escalations: This would be based on the monthly escalations report (from the client's side).

Product knowledge:

Productivity: This would be calculated based on 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. However, being subjective, the Team Leader would have to substantiate this with data.

Client appreciations: This would depend on the number of appreciation emails the agent has received from the client for excellent performance. As this is also subjective, the Team Leader would have to decide which one to consider as an appreciation email.

Employee Referrals: This would depend on the number of referrals in the month and the 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 the process, to the norms and guidelines laid down by the organization and the client. Knowledgeable about all the policies related to the work area and also beyond the work area.

These are some of the points that I have in mind. Please let me know if I have missed out on something!

Regards,

Ayona

Hello, I have provided my comments and am still awaiting your feedback. Please let me know if I am on the right track or not.

Ayona

Dear Ayona,

It was really helpful. Thanks for your support. Keep writing new ideas about BPO.

Regards,
Loveleen Kapoor