c

c
c
Ensuring In order to ensure that the performance of the
Performance individual members and the team as a whole are of
is of a High a high enough standard to achieve the team's goals,
Standard:c the performance of each team member must be
evaluated on an ongoing basis. Evaluation must take
place against documented standards, such as, Key
Performance Indicators (KPIs).

yc Ensure that the team's performance is of a

high standard
yc Influence the team's behaviorc

Performance evaluations allow you to identify

training and development requirements within your
team by documenting the competency level of your
team and comparing this against the required
competencies. c

Performance evaluations are often carried out by

means of a Performance Appraisal. A Performance
Appraisal is a method used to measure the
performance of an individual or team against the
performance measures, which have been
documented in the Performance Plan. c

Performance Appraisals are often formalized,

structured processes performed annually. However,
there are many benefits to be gained from
conducting appraisals at shorter intervals. c

Example:c

Conducting appraisals at shorter intervals may

enable a team member to have a better
understanding of their performance before a whole
year has passed.c

About performance appraisals define at the following

c
c
c
resources:c
c Basic Steps in a Performance Appraisal
c
c
c
c
c Basics
c
c of Conducting Performance Appraisals c

nfluencing Performance evaluations directly influence the way

Team in which employees behave. The performance
Behaviour: c evaluation process informs employees of how they
will be judged, monitored, evaluated and possibly
rewarded. If the evaluation is unclear employees
can become demotivated and even resentful. On the
other hand, a clear evaluation process where an
employee believes they will be fairly judged for their
effort can lead to increased motivation and
improved performance.

c
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c
c
Ghat can be The following types of information can be used in
evaluated?c the evaluation process:c

yc Outcomes
yc Behavior
yc Attributes

0
c

Outcomes refer to evaluating the end result

achieved by the employee without reference to the
way in which the result was achieved. In Customer
Contact Centers employees are often evaluated
against the Key Performance Indicators (KPIs) that
have been set for their roles. c

Example: c

An outbound Customer Contact Centre Operator has

a KPI that involves selling five products each week.
The total number of each product sold would then
be compared against the KPI so that the employee's
performance could be evaluated.c

ë
c

Behavior refers to evaluating the employee based on

the behaviors they exhibit. c

Example: c

A Call Centre Operator has a KPI that involves

having a minimum 70% log in time. This figure
would then be used as the basis of the evaluation. c





c

Attributes are the weakest method of evaluation as

their measurement often involves subjectivity. c

Examples of attributes that may be used for

evaluation include: c

yc Customer focused
yc Ñriendly
yc Team player
yc Product knowledge

Example: c

In a Customer Contact Centre attributes can be

evaluated by monitoring calls. Monitoring calls
allows the performance of the operator to be judged
based on their handling of one or more calls. This is
a method of ensuring that operator's telephone
manner and product knowledge meet the set
 standards.c

If you would like to read about monitoring calls look

at the following resource:c
c
c
c

c How to Monitor and Evaluate Callsc

If you would like to read about individual

performance management look at the following
resource:c
c
c c
c Employee Performance Managementc

If you would like to read about team performance

management look at the following resources c
c
c
c
c
c Group Performance Management c c

cTeam
Measurement:
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What¶s and How¶s
c

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