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1. Employee Information: Basic details including employee name, ID, department, role, review period, and reporting manager
2. Performance Metrics Overview: Summary of key performance indicators (KPIs) and their weightage in the overall evaluation
3. Quantitative Performance Assessment: Evaluation of measurable metrics including customer satisfaction scores, response times, resolution rates, and ticket handling
4. Qualitative Performance Assessment: Assessment of soft skills, communication ability, team collaboration, and customer handling capabilities
5. Skills and Competencies Evaluation: Assessment of technical knowledge, product understanding, and required job competencies
6. Goals Achievement Review: Evaluation of performance against previously set goals and targets
7. Manager's Comments: Detailed feedback and observations from the immediate supervisor
8. Employee Self-Assessment: Self-evaluation and reflections on performance during the review period
9. Action Plan: Development areas and specific action items for improvement
10. Final Rating: Overall performance rating and summary of evaluation
1. Peer Feedback: Additional feedback from team members and colleagues, recommended for collaborative roles
2. Customer Feedback Highlights: Specific customer testimonials or complaints, useful for customer-facing roles
3. Training Completion Status: Review of mandatory and optional training completed during the period, relevant for roles with specific certification requirements
4. Performance Improvement Plan: Detailed improvement plan for employees not meeting expected standards
5. Career Development Goals: Discussion of long-term career aspirations and development opportunities, recommended for annual reviews
1. Appendix A: Performance Metrics Calculation: Detailed explanation of how each KPI is calculated and measured
2. Appendix B: Customer Service Standards: Company's customer service benchmarks and expected service levels
3. Appendix C: Rating Scale Guide: Detailed explanation of the rating scale and criteria for each performance level
4. Appendix D: Skills Matrix: Comprehensive list of required skills and competencies for the role
5. Schedule 1: Previous Review Summary: Summary of last performance review for progress comparison
Performance Rating
Key Performance Indicators (KPIs)
Customer Satisfaction Score (CSAT)
Net Promoter Score (NPS)
First Response Time
Resolution Time
Service Level Agreement (SLA)
Quality Score
Customer Feedback
Performance Improvement Plan
Development Goals
Competency Framework
Rating Scale
Evaluation Criteria
Reviewing Manager
Performance Standards
Behavioral Indicators
Core Competencies
Technical Competencies
Customer Interaction
Ticket Resolution Rate
Average Handling Time
Customer Escalations
Response Quality
Performance Metrics
Self-Assessment
Peer Review
Achievement Targets
Training Requirements
Evaluation Methodology
Rating Criteria
Feedback Process
Data Privacy
Review Period
Assessment Rights
Appeals Process
Documentation Requirements
Performance Improvement
Development Planning
Confidentiality
Non-Discrimination
Employee Rights
Grievance Procedure
Record Keeping
Review Frequency
Customer Service Standards
Quality Assurance
Training Requirements
Evaluation Timeline
Signature and Acknowledgment
Retail
Banking and Financial Services
Telecommunications
E-commerce
Healthcare
Hospitality
Information Technology
Insurance
Travel and Tourism
Consumer Goods
Utilities
Professional Services
Customer Support
Client Relations
Technical Support
Customer Success
Customer Experience
Help Desk
Contact Center
Client Services
Customer Operations
Service Delivery
Quality Assurance
Training and Development
Customer Insights
Voice of Customer
Customer Service Representative
Customer Support Specialist
Client Relations Manager
Customer Experience Manager
Support Team Lead
Customer Success Manager
Help Desk Specialist
Contact Center Agent
Client Services Coordinator
Customer Care Executive
Account Manager
Service Delivery Manager
Technical Support Representative
Customer Operations Manager
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