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1. 1. Parties: Details of the employer organization and the employee being appraised
2. 2. Background: Context of the appraisal, including employee's role, department, and period under review
3. 3. Definitions: Key terms used in the appraisal document including performance metrics, ratings, and evaluation criteria
4. 4. Performance Evaluation Parameters: Core competencies and skills being evaluated, including customer service metrics and KPIs
5. 5. Rating Scale: Detailed explanation of the rating system used for evaluation
6. 6. Customer Service Metrics: Specific metrics related to customer service performance including response times, resolution rates, and customer satisfaction scores
7. 7. Achievement of Goals: Assessment of previously set goals and objectives
8. 8. Areas of Excellence: Highlighting specific achievements and strengths demonstrated during the review period
9. 9. Areas for Improvement: Identification of development areas and skill gaps
10. 10. Action Plan: Specific steps and timeline for improvement and skill development
11. 11. Employee Acknowledgment: Space for employee's comments and signature acknowledging the appraisal
1. Peer Review Section: Include when 360-degree feedback is part of the evaluation process
2. Training Completion Status: Include when mandatory training programs are part of performance criteria
3. Customer Feedback Analysis: Include when direct customer feedback data is available and relevant
4. Sales Performance Metrics: Include for customer service roles with sales responsibilities
5. Remote Work Performance: Include for employees working in hybrid or remote settings
6. Language Proficiency Assessment: Include for roles requiring multiple language skills
7. Technical Skills Evaluation: Include for roles requiring specific technical or system expertise
1. Schedule A - Performance Metrics Sheet: Detailed breakdown of all quantitative performance metrics and their calculations
2. Schedule B - Competency Framework: Detailed description of each competency and expected behaviors at different levels
3. Schedule C - Goal Setting Template: Format for setting SMART goals for the next review period
4. Appendix 1 - Customer Feedback Examples: Selected customer feedback and testimonials relevant to the review period
5. Appendix 2 - Training Requirements: List of mandatory and recommended training programs
6. Appendix 3 - Performance Improvement Plan Template: Standard template for documenting specific improvement actions and timelines
7. Appendix 4 - Previous Appraisal Summary: Summary of last appraisal for progress comparison
Retail
Banking and Financial Services
Telecommunications
Healthcare Services
Hospitality
E-commerce
Insurance
Travel and Tourism
Information Technology Services
Business Process Outsourcing
Public Services
Utilities
Customer Support
Client Services
Technical Support
Customer Success
Customer Experience
Service Operations
Quality Assurance
Client Relations
Help Desk
Customer Care
Account Services
Service Excellence
Customer Service Representative
Customer Support Specialist
Client Relations Manager
Customer Experience Manager
Service Desk Agent
Technical Support Specialist
Customer Success Manager
Client Services Coordinator
Help Desk Analyst
Account Service Representative
Customer Care Executive
Service Quality Analyst
Client Support Manager
Customer Relations Officer
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