Call center - hourly staff evaluation form

Employee Information

Appraisal Score Overall Score: /5.0

Name: Employee File Number:

Job Title: Manager’s Name:

Department: Location:

Hire Date: 

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

Based on the job, evaluate the employee’s 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
Leadership Score: /5.0

Competency 5 4 3 2 1 NA Score %
/5.0
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.      

Proficiency & Knowledge Score: /5.0

Competency 5 4 3 2 1 NA Score %
/5.0
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.      

Communication & Credibility Score: /5.0

Competency 5 4 3 2 1 NA Score %
/5.0
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.      

Employee Evaluation Sample Forms Package – Call center - hourly staff evaluation form
Financial Focus Score: /5.0

Competency 5 4 3 2 1 NA Score %
/5.0
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      

Strengths / Areas of Opportunity / Development Plan

Manager:

Manager’s Final Comments (Added after performance conference):

Employee’s 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