Call center - hourly staff evaluation form

Employee Information
Overall Score: /5.0

Appraisal Score
Name:

Employee File Number:

Job Title:

Managers Name:

Department:

Location:

Hire Date:

Instructions - this form is for hourly employees in the call centers

Based on the job, evaluate the employees performance using the following scale.
5 - [4.6-5.0] Exceptional - consistently exceeds expectations - top 10% of peer group;
4 - [3.6-4.5] Exceeds Most Expectations;
3 - [2.6-3.5] Meets Expectations - 100% satisfactory performance;
2 - [1.6-2.5] Mixed Performance;
1 - [0.0-1.5] Did Not Meet Expectations;
N/A Not Applicable or Too New to Rate.
Ratings - may be adjusted by one decimal. As example, 3.0 may be adjusted to 3.4 if deemed appropriate in the box which
displays the Rating.
Overall Score - at the top of the form will be calculated automatically based on the rating and weights assigned.
Weights - should be assigned to each Competency Area [eg: Leadership, Proficiency & Knowledge, etc.] to emphasize what is
most important in this job. Note - the total of the Weights assigned for each Competency Area must equal 100% when added
together, including Past Year Objectives.

Employee Evaluation Sample Forms Package Call center - hourly staff evaluation form

Score: /5.0

Leadership
Competency

NA

Strengthens the team by being a positive influence & willing

to take on tasks.

Inspires a shared vision with regards to party planning and

celebrations.
Meets call center attendance and punctuality standards.

Engages the customers to act.

Celebrates individual and team success.
Logs into phone system on time.

Is technically proficient in job.

Takes steps to develop skills for the future.
Organizes work to address priority issues first.
Demonstrates proficiency with computers and technical skills.
Handles crisis appropriately and in a timely manner.

NA

Strives to exceed customer expectations.

Demonstrates knowledge of products.
Quality comes first, doing things right the first time.
Demonstrates knowledge of catalogue and website.
Ability to effectively help plan parties.

NA

Average Order Size

Average Handling Time
Ranking in department contests
Orders taken in time worked
Idle time on phones
Meets call center attendance & punctuality standards
Logs into phone system on time
Error %
Monitoring Scores

Score
/5.0

Score: /5.0

Financial Focus
Competency

Score
/5.0

Score: /5.0

Communication & Credibility

Competency

Score: /5.0

Proficiency & Knowledge

Competency

Score
/5.0

NA

Employee Evaluation Sample Forms Package Call center - hourly staff evaluation form

Score
/5.0

Strengths / Areas of Opportunity / Development Plan

Manager:

Managers Final Comments (Added after performance conference):

Employees Final Comments (Added after performance conference):

I have met with my manager to discuss this evaluation

I have not met with my manager to discuss this evaluation

Employee Evaluation Sample Forms Package Call center - hourly staff evaluation form

Employee Evaluation Sample Forms Package Call center - hourly staff evaluation form