I'm working on putting together a more formal process for our call center's performance reviews. Currently we give informal feedback to each Representative weekly and semi-formal feedback on a monthly basis. We're trying to put together an annual performance review that would incorporate compensation adjustments and help us manage our leadership pipeline.
What are some of the formats you use for your annual performance reviews?
We do want there to be a self-review section as well as a manager’s feedback section. The only format I've found that incorporates both is to have a section where Representatives rate themselves on a 1-4 scale for their expected results. The second section would consist of a competencies list for the manager to complete.
What are some of the competencies you use for your call center?
What are some of the expected results?
Do you incorporate a values assessment?