Employee’s Name: | | Date: | | Supervisor: | | | |
Performance Review
AGENDA
* greet the employee and make light conversation to make them feel comfortable * explain the outline of the meeting is a performance review. * ask the employee how they feel make sure they are comfortable and at ease as much as possible.

PERFORMANCE ASSESSMENT 1. Evaluate and discuss employee’s job performance. Evaluation is based upon the position requirements, achievement of the goals established and managers’ assessment of the employee’s accomplishments.

Firstly you have been with us for a while now and are one of our best sellers with really high commission which is great! So overall you have been doing very well. And well done on your sales awards.
Thanks. I’m pleased with my progress and I do really enjoy my job and the commission of course.

I’m really glad to hear that. I know we have had some changes in the department of late how are you finding this?

Ok I guess, I have my own way of selling which really works for me so I prefer having more freedom to say what I want and have a bit of banter etc.

Yes and the old way clearly worked well for you. As you know we have introduced a new script on a 2 month trial basis. And I have noticed that you seem to be deviating from this and slipping back into your old ways.
Yes I have given it a try but I have not been using it all the time. I don’t really need it..

Well as you know we are governed by the FSA and there are certain things that we have to make sure we are saying when selling a policy. The new script encompasses all of this and is designed to help call center staff take advantage of opportunities to sell or add on products.

I can see your point and I know there are important things that must be include and I see that it may be uses full to other staff or less experienced staff. But I know what I’m saying and just like to have more freedom

Well this scripted practice has been introduced in some of our other call centers and the commission rates have gone up overall, so it can be very affective. Some of the staff here have really taken to it.
Teams 4 and 6 have had particularly good results. How would you feel about listening in to some of sales calls to those teams for a couple of days I think it’s really important that we do what we can to get you familiar with the new system.

Yeh that sounds fair and it may be usefully for me to hear it working for some of the more experienced staff.is this new scrip set in stone now or is there a chance we may scrap the idea?

It’s not set in stone yet no. But as I say it has worked well in other call centers but that doesn’t mean it will be this exact script it may be adapted. As one of top sellers you may well see some opportunity to adapt some parts of it of even see some room for putting your own stamp on things.

Yes I have seen some parts that are just not needed and I think if sounds too scripted it actually annoys the customer because it’s too robotic sounding.

Ok that’s usefully feedback for management too. Over the next week then let’s get you listening in to team 4 and 6 for a couple of days. In that time why don’t you make some notes on what parts you would want to see changed etc..that can all be review at the end of 2 month trial.

Yes I would like that. I can see how others are using it to their advantage and give some of my own input.

Ok great. I don’t think you would benefit from more training on using it but I do think you really need to start to put it into action all of the time not just some of the time otherwise we will end up going down a more formal route. I think we get your 2 days listening in done but once you are back on the phones will have to do some additional call quality checks. One random call per day will be checked rather than one a week to make sure you are putting it into practice.
As you know failing your call quality checks can seriously impact on your bonus and if things carry on as they are you bonus could be at risk.

Ok fair enough. I wouldn’t mind that. Yes I agree I do not need to attend the training class again. I will see how it goes over the next week. Hopefully I can make it work for me.

Let’s meet up again in a weeks’ time for a mini review. And we can have a full review in 6 months. In the meantime my door is always open.

DEVELOPMENT PLAN
List specific activities the employee will do (and time scale) as part of his/her professional development. How will you support the employee to meet these goals? Listen in / shadow teams 4 & 6 calls for 2 days.
Daily call quality checks for remainder of the week. Josie is aware that failing quality checks can put her bonus at risk.
Look at ideas for scrip.
Meet for mini review in 1 week, by which time Josie will expected to be fully utilizing new system.

EMPLOYEE COMMENTS (Optional)

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