- Sample Form -

Road Map to Success

for Call Center Employees

Appraisal Score Overall Score: /5.0

Name: Employee File #:

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 & Knowledgte, 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.

Leadership Score: /5.0

Rating
Competency 5 4 3 2 1 N/A 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.

- Sample Form -
Road Map to Success
for Call Center Employees

Proficiency & Knowledge Score: /5.0

Rating
Competency 5 4 3 2 1 N/A 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
Rating
Competency 5 4 3 2 1 N/A Score/5.0

Follows call center phone scripts.

Demonstrates integrity, high ethical standards & respect to others.

Models respect & self manages appropriately

Supports CE Safety Program & good housekeeping

Keeps his/her word & can be relied upon.

Accepts responsibility and accountability for actions and work.

- Sample Form -
Road Map to Success
for Call Center Employees

Customer Focus Score: /5.0

Rating
Competency 5 4 3 2 1 N/A Score/5.0

Strives to exceed customer expectations.

Demonstrates knowledge of Celebrate Express products.

Quality comes first, doing things right the first time.

Demonstrates knowledge of catalog and website.

Ability to effectively help plan parties.

Financial Focus Score: /5.0

Rating
Competency 5 4 3 2 1 N/A 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
- Sample Form -
Road Map to Success
for Call Center Employees

Strengths / Areas of Opportunity /

Development Plan
Self: N/A

Manager: Maximum 3000 characters

Manager's Final Comments - Added after performance conference

Maximum 3000 characters

Employee's Final Comments - Added after performance conference

Maximum 3000 characters

• I have met with my manager to discuss this evaluation

• I have not met with my manager to discuss this evaluation