It is a document form used by call center managers or supervisors to check the performance of employees. The employees who handle customer calls can be easily assessed using this form. It assists in measuring soft and technical skills, including performance metrics.
This free template eases the overall assessment process by providing sections for all the essential aspects of employees’ performance aimed at improving the workplace environment. Furthermore, it assists in quality assurance, assessing the training and development needs, leading to a properly organized workplace.
At the top of this template, your employee can write their name, evaluation period, and the evaluator’s name. The core sections of this template are:
- The first section allows the assessment of employee’s soft skills, including but not limited to active listening, empathy, communication, patience, problem-solving, and teamwork. You can rate each skill with numbers, such as number 5 denoting excellence and number 1 representing unsatisfactory and more. At the end of this section, the total score can be written.
- The following section features the evaluation of the technical skills of your employee. Skills such as service knowledge, system navigation, handling calls, and issue resolution can be assessed using a rating scale by writing the score of each skill. The total score of these skills can be written at the bottom.
- Similarly, the performance metrics, such as call handling, first call resolution rate, and the average call duration can be assessed in a separate section. Metrics such as the target set for each skill and the actual score achieved can be listed with some comments. By the end of this section, you can write the customer satisfaction score.
- Moreover, a section is dedicated to assessing the attendance and punctuality of your employees with criteria, allowing you to rate these aspects. The total score of this section can be listed in a separate section.
- At the end of this template, you can write the overall comments and recommendations for bringing positive change to your employees. The sum of scores from each section can be written in the overall score, which then can be used to assess the overall performance of employees.
This template is user-friendly with a professional layout, including rows and columns with rating scales. It is available in various file formats, such as ODT, DocX, DotX, and Google Docs. It promotes a culture of continuous professional development and evaluation, enhancing overall quality service delivery.
