Research

EVALUATION OF CALL CENTER AGENTS

SURVEY FORM

Employee Name: ____________________________ Age:_____ Job title:_________________________

Date of Hire:_____________ Department:_____________ Supervisor:______________________

The objectives of this evaluation of call center agents are the following: (1) Develop better communication between the employee and the supervisor; (2) Understand the status of the agents; (3) Improve the quality of work; (4) Promote employee development. Consider the agent’s performance in each category and designate the level of performance that most accurately describes the agent’s job performance.

O – Outstanding. Agent consistently exceeds expectations with virtually no detected preventable/controllable errors

E – Exceeds Expectation. Results clearly exceed powition requirements on a regular basis.

M – Meets Expectation. Competent & dependable performance level. Meet the performance standards and objectives of the job without constant follow-up/direction.

I – Improvement Needed. Employee does not meet performance objectives on a regular basis and has difficulty following through with tasks.

N/A – Not applicable or too soon to rate.

I. GENERAL FACTORS

O E M I N/A

1. Quality – the extent to which an agent’s work is O O O O O

completed thoroughly and correctly following

established process and procedures.

2. Productivity/Independence/Reliability – the O O O O O

extent to which an employee produces a significant

volume of work efficiently in a specified period

of time.

3. Job Knowledge – the extent to which an employee O O O O O

possesses and demonstrates and understanding of

the work instructions, processes, equipment and

materials required to perform the job.

4. Interpersonal Relationships/Cooperation/ O O O O O

Commitment - the extent to which employee

is willing and demonstrates the ability to cooperate,

work and communicate with coworkers, supervisors,

subordinates and/or outside...