Performance Review Report: 3PRM F306A/3 BOTOX UK LTD, 2018

This report analyzes the performance review of a call center executive at BOTOX UK LTD, covering a six-month period. The analysis details the employee's target achievement, highlighting fluctuations from 60% to 115% of set goals, and the quality of their work, noting areas for improvement in customer communication, specifically in August and May. The report examines performance against targets, identifies the challenges faced in a new zone, and outlines agreed-upon actions, including language training and employee engagement activities. Furthermore, it suggests the introduction of performance-based bonuses and potential salary deductions for not meeting targets. This comprehensive evaluation provides a detailed overview of the employee's performance, challenges, and proposed solutions, aiming to enhance their overall effectiveness and job satisfaction within the organization.

3PRM F306A/3
BOTOX UK LTD
PERFORMANCE REVIEW FORM
Date of Review …27.11.2018………………….. Period Covered
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Name of Manager ………………… Name of employee …………………………….
Job Role of Employee ……Call centre
Executive………………………………………………………………..
1. Summary of discussion on performance over the last six months
The employee is able to achieve 75% of the total target that was set by the authority in
the last six months.
As the organization conducts the evaluation of the targets on per month basis, the record
of the employee states that he achieved 90% of the target in the month of May. In the
following month, he was observed to achieve 95% and in July, the employee achieved
105% of the set target.
Unfortunately in the month of August, the same employee was observed to obtain the
lowest sales record in his entire career in the organization which was 60%. In the
following month, he was able to obtain 115% of the desired sales and continued the
good work even in October, where he was able to achieve 110% of the desired sales. .
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2. The quality of the work provided, recording areas that have gone well and those where
improvement is required
The employee was observed to be in the outbound section for a longer of time of his career
and the quality of his work was good as per the organizational standards. But in last few
months specifically in the month of the August and May, the employee was observed to
produce considerable number of faults in his communication with the customers. The
reasons according to the quality analysts of the organization are the gaps in understanding
the replies of the customers, the emotions of the concerned employee, the increased
pitching rate of the employee.
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Assessment Bank – Foundation Level – Version 3

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3. Record performance against targets set and in those cases where they have not been
met, record the reasons given and your views on these
The employee was shifted to take the calls of a new zone and the general barriers that the
employee faced in it is the understanding of the accents of the customers.
The employee was observed to pitch in a specified rate which was higher for the new zone.
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4. Outline agreed actions to overcome any shortfall against targets including such factors as
training and development needs, equipment needs or medical support
Actions by line manager:
The line managers confirmed that there will be language training for the concerned
employee so that the employee be able to understand the language and accent of the
customers of the new time zone.
The line managers were also observed to comment that the employees of the organization
are facing some serious work life imbalance due to the 24 hours operational shifts and that is
the reason the managers want to introduce some employee engagement activities.
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Actions by employee:
The employee agreed that there is a scope of language and accent training which will be
significantly helpful for him in understanding the accents of the customer of the new zone.
Apart from that, the employee felt that the team bonding activities will increase the job
satisfaction of him.
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Assessment Bank – Foundation Level – Version 3

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5. Indicate whether a performance related bonus should be made at current rates. (In
circumstances where the full target has not been met a case must be made before any
partial bonus payment can be paid, with reasons provided for that recommendation)
The organization is in need to introduce the pay for performances policies where the
employees will get bonus for any sort of increment in the sales which will be exceeding the
desired sales target. This will be instrumental in extracting the best out of the employee. On
the other hand, the employees not being able to achieve the desired sales target for
consecutive two months will be charged 10-15% of the salary. This will make sure that the
employees of the organization be motivated and focused towards achieving the desired goal.
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Signed: Line Manager
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Assessment Bank – Foundation Level – Version 3