PPERFORMANCE APPRAISAL FORM

(For Senior Customer Relation Officer & Customer Relation Officer National Call Center)

An appraisal is an opportunity for self-development by the individual in which the supervisors play a critical role by providing support and constructive feedback. Important: The individual and supervisor(s) should invest sufficient time in this activity by filling up the required information with due care and discussing it. The time invested in this will make a significant difference to the individual and the organization.

The appraisee and appraiser should discuss the aspects of performance and finally arrive at a rating, on a 1 to 4 scale. This is to be discussed with specific inputs/ instances/ feedback and mutually agreed upon.

EVALUATION RATING SCALE:

4 - EXCEPTIONAL PERFORMANCE (rarely achieved) Demonstrates the highest standards of performance excellence and achievement of individual goals. Exceeds most position requirements and expectations. Shows exceptional performance in some aspects of the position. Meets most position requirements and expectations. Shows strong promise for future growth and higher attainment. Does not meet most position requirements and expectations. Overall performance does not match the quality and quantity of peers.

3 - EXCEEDS EXPECTATIONS

2 - MEETS EXPECTATIONS

1 - BELOW EXPECTATIONS

Employee Details:

Name: Grade:
Appraisal Details:

Employee Number: Designation: Date of joining:

Project Group: Appraisal Period:

Dates of Handover:

From:

To:

1st Level: Appraiser to Appraisee: 3rd Level: Appraiser to Group Head:

2nd Level: Appraisee to Appraiser: 4th Level: Group Head to HR:

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I. SCORES:
Scores: Jan Feb Mar Apr May Jun July Aug Sept Oct Nov Dec

Avg.

1. Productivity 2. Quality 3. Attendance II. RATING ON PERFORMANCE:

4 - EXCEPTIONAL PERFORMANCE (rarely achieved) 3 - EXCEEDS EXPECTATIONS 2 - MEETS EXPECTATIONS 1 - BELOW EXPECTATIONS Please use additional sheets if necessary

a. Please rate based on scores in table I above (on a scale of 1-4): (Total Weightage: 85%)
Parameters for Evaluation Appraisees Comments (if any) Appraisers Comments (if any) Rating

1. Productivity: Completes calls within

stipulated time without compromising on quality. Exhibits sustained concentration and endurance throughout work timings. 2. Quality: Places emphasis on solving problems properly and not just quickly. Displays concern for all quality aspects of the organization and of the client. 3. Attendance: Being present in the office and not absenting himself/herself without prior permission.

b. Please rate on a scale of 1-4: (Total Weightage: 15%)

Parameters for Evaluation Appraisees Comments (if any) Appraisers Comments (if any) Rating

1. Job knowledge and skill: Possesses and

demonstrates the technical and procedural knowhow to complete his or her responsibilities. Can explain the concepts clearly to the customers who call in. Keeps himself or herself updated on information related to work. 2. Adherence to schedule: Is available to take calls at the scheduled hour of work. Is away from work only during scheduled breaks and is punctual. 3. Adaptability & Flexibility: Is willing to try newer methods and systems to increase effectiveness of executing a task. Is always ready to put in the extra hours when work demands are such. 4. Communication: Conveys thoughts and ideas clearly in both written and oral forms.

5. Interpersonal skills: Maintains positive

and constructive working relationships with peers and superiors. Is a sought after team member and relates well with all the members in the team.

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6. Customer Orientation: Understands the

needs of both internal and external customer/client and makes constant efforts to be responsive in meeting their needs and building customer satisfaction.

c.

Any other special contribution (To be filled by Appraisee):

II. DEVELOPMENT PLAN: a. Summary of Strengths and Improvement Areas arising out of employees performance, discussed and agreed upon: Sl. No. Strengths Improvement Areas (skill/knowledge to be acquired)

b. Development Plan for Improvement Areas: Sl. No. Improvement Area (skill/knowledge to be acquired) Development Action Responsibility Time frame

c. Roles that Appraisee aspires to move into (To be filled by Appraisee): Sl. No. 1. 2. 3. Roles Skills Required Time frame (between 1 & 3 years)

To be filled by Appraisee: Please read the statement below and tick the appropriate box indicating your opinion: The ratings and comments in this appraisal are a fair and reasonable assessment of my work performance and development needs. Agree Partly Agree Disagree (my comments are given below)

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Signature of Appraisee: _____________________

Date:

d.

Roles that the Appraisee can move into (To be filled by Appraiser): Roles Skills Required Time frame (between 1 & 3 years)

Sl. No. 1. 2. 3.

To be filled by Appraiser: Please write any additional comments you would like to make:

Signature of Appraiser: ______________________ Name: Comments by Reviewer Date: Comments by Group Head

Signature of Reviewer: _______________________ Name: Date:

Signature of Group Head: ______________________ Name: Date:

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