Example - Performance Apprasial

8/12/2019 Example - Performance Apprasial

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Sample Corp - Performance Appraisal

Performance Year: Goal Setting Mid-Year Review Year-End Review Self-Assessment Managers Assessment

Name: Customer Care agent name itle: Re!resentative" Customer Service#ate: #e!artment: Customer Care

Performance Ratings: EE $ E%ceeds argets & E%!ectations" ME $ Meets argets & E%!ectations" 'E $ 'elow argets & E%!ectations

I. Performance Goals & Objectives % ETE MTE TE Act!al Performance

Core "ob Objectives

Customer Care Order process time:

95% to 100% of all orders opened are completed within Order

guidelines = rating of ETE

90% to 95% of all orders opened are completed within Orderguidelines = rating of TE

!elow 90% of all orders opened are completed within Order

guidelines = rating of !TE

()*

Customer Care " #esponse time to Order e"mail:

$erage under 1 hour = rating of ETE

$erage &etween 1 to ' hours = rating of TE

$erage oer ' hours = rating of !TE

()*

Customer Care " Time in Order (ueue:

$erage answer time under )0 seconds = rating of ETE

$erage answer time &etween )0 seconds to *0 seconds = rating

of TE

$erage answer time oer *0 seconds = rating of !TE

()*

Order input (ualit+ including proper documentation and use of

report and closing codes in compan+ data&ase,()*

otal +)*


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Special "ob Objectives

S!ecial ,o ./ectives 01"

-elp &ac. up the Tech /upport (ueue when needed including

opening cases

otal 2*

S!ecial ,o ./ectives 0(

Compan+ Operator answering and transferring of calls

95% to 100% of all calls answered &efore going to oice ail =

rating of ETE

90% to 95% of all calls answered &efore going to oice ail =

rating of TE

nder 90% of all calls answered &efore going to oice ail =

rating of !TE

otal 2*

In#ivi#!al $evelopment ea#ers'ip Objectives

2ntra 3 2nter"4epartmental interaction and approacha&ilit+ 2*

ulti"tas.ing a&ilities wor.s well under pressure and .nowing

how and when to prioriti6e2*

otal 1)*

Overall Performance Goals & Objectives (atin) *++%


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II. Sample Corp ,al!es ETE MTE TE Act!al Performance

Open Comm!nications

/haring ideas on how to improe wor.flow process improements for &oth

internal staff and #esellers reducing call answer t ime and e"mail response time

data&ase modifications etc

$dapt st+le and message of communication to each customer

Communicates information clearl3" logicall3 and concisel3 4 and in a wa3 t5at 5ast5e greatest im!act on internal and e%ternal sta6e5olders

.!enl3 s5ares concerns" ideas and ac6nowledgements 4 in t5e s!irit of im!rovingt5e situation7

Rating

Personalie# Sol!tions

7roide prompt customer serice &+ answering calls and e"mails right awa+

/ta+ up&eat and friendl+ towards the customer

Communicate clearl+ and precisel+

!e accurate and organi6ed

Rating

Carin) C!lt!re

$lwa+s as. the customer if there is an+thing else +ou can do

!e helpful and patient with customers and team mem&ers

Treat others as +ou would li.e to &e treated

8eep +our word, !uild trust and customer lo+alt+ &+ doing what +ou sa+ +oure

going to do,Rating

nmatc'e# Service an# S!pport

Continuous focus on proiding a Customer ;irst< attitude

-igh customer satisfaction results from customer sure+s and #eseller Council

meetings due to showing a sense of urgenc+ ta.ing responsi&ilit+ honoring

commitments and holding +ourself accounta&le,

Strives to e%ceed e%!ectations

8nteracts wit5 customers in a manner t5at maintains ongoing and !ositive customerrelations

Rating

Overall Sample Corp ,al!es (atin)


4/4


ETE MTE TE

Overall Performance Goals & Objectives (atin)

Overall Sample Corp ,al!es (atin)

Mana)er/s S!mmar0

Emplo0ee Comments

Em!lo3ee Signature: #ate:

Managers Signature: #ate:

.ne-.ver Managers Signature #ate:

Documents

Example - Performance Apprasial