FORM PERFORMANCE APPRAISAL

Tahun 2023
Periode Awal Tahun / Tengah Tahun / Akhir Tahun
Nama AMAR
NIK
Posisi Cord. Lead Email & Lending
Departement Customer Care

Objective Bobot % Target Pencapaian Penilaian (1-5) Total Score Proses yang dilakukan Improvement

> 95 = Over Acv.

Productivity
(Pencapaian avg. agent / Bulan) 30% 90 - 95 = Meet 0
< 90 = Not Acv.

< 0,75 = Over Acv.

KRI
(Key Risk Indicator / Bulan Final) 15% 0,75 - 0,99 = Meet 0
≥ 1 = Not Acv.

< 120 Menit = Over

FRT (Menit) / SLA (%) Acv.
(First Respons Time Interaction) 20% 120 - 360 Menit = Meet 0
(Service Level Call Centre) > 360 Menit = Not Acv.

> 90% = Over Acv.

CSAT (%) 15% 85% - 90% = Meet 0
< 85% = Not Acv.

> 95% = Over Acv.

Quality Score 20% 90% - 95% = Meet 0
< 90% = Not Acv.

TOTAL 100% 0

Template by AKSORO (c) 2022

Treat our custome as human

Template by AKSORO (c) 2022

 Objective Bobot % Target Jan Feb Mar

> 95 = Over Acv.

Productivity
(Pencapaian avg. agent / Bulan) 30% 90 - 95 = Meet
< 90 = Not Acv.

< 0,75 = Over Acv.

KRI 15% 0,75 - 0,99 = Meet
(Key Risk Indicator / Bulan Final)
≥ 1 = Not Acv.

FRT (Menit) / SLA (%) < 120 Menit = Over Acv.

(First Respons Time Interaction) 20% 120 - 360 Menit = Meet
(Service Level Call Centre) > 360 Menit = Not Acv.

> 90% = Over Acv.

CSAT (%) 15% 85% - 90% = Meet
< 85% = Not Acv.

> 95% = Over Acv.

Quality Score 20% 90% - 95% = Meet
< 90% = Not Acv.

TOTAL 100%
Apr May Jun Jul Aug Sep Oct Nov Dec AVG

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!

#DIV/0!