Performance Review Report: Employee Performance, KPIs, and Solutions

This report analyzes a performance review, focusing on an employee's performance and key performance indicators (KPIs) within a call center setting. The report identifies challenges, such as difficulties in understanding customer accents and language barriers, which led to decreased sales performance and job dissatisfaction. It highlights relevant KPIs like Average Handle Time, Quality Score, and Upselling rates. The report also addresses the impact of fatal causes on call quality and the significance of objection handling techniques. The proposed solutions include language and accent training, as well as team-building activities to improve employee engagement and address job dissatisfaction. The report references academic sources to support its findings and recommendations, providing a comprehensive overview of the employee's performance, challenges, and proposed solutions.

Running head: PERFORMANCE REVIEW
Performance Review
Name of the Student
Name of the University
Author Note

1PERFORMANCE REVIEW
Reflection of the Performance Review Form:
The assessment of the Performance Review Form specifies that the concerned
employee is unable to achieve the total desired target of the last six months. However, the
employee is observed to achieve more than the set sales target for 3 months in that six month
period and also was unable to reach the set target by 5% and 10%. In the month of August,
the employee faced considerable amount of issues which decreased his record of sales to
60%. The main issue that the form was able to highlight is the change in the zone of
operation for the employee where the employee claimed that the accent and the language of
the customers of the new zone is significantly difficult to understand (Hopkins 2015). Other
than this, he informed that with the difficulty in understanding the language and the accents
of the customers, he was feeling significantly dissatisfied with his performances and that was
instrumental in earning him notable amount of job dissatisfaction. Hence the paper provides a
mutually agreed solution for the issue which is the language and accents training and the
employee engagement training. The form is able to portray that the employee feels that the
team bonding activity will be significant for him in reducing the job dissatisfaction (Kumar
and Pansari 2015).
Call Centre’s Key Performance Indicators (KPI):
Average Handle Time (AHT):
The average call handling time is a crucial factor for the call centre employees. The
employees with lower rates of it will be considered as efficient employees. It is the total time
taken to meet the need of the customers or solve the query of the customers.
Quality Score:
Quality Score is a rating for the quality call handling of the employees of the
organization.

2PERFORMANCE REVIEW
Fatal causes:
It is the reasons which are responsible for the faulty calls. This can be improper voice
tone, exchange of wrong information or abnormal pitching rate of the employees while taking
the calls.
Upselling:
The higher rates of upselling will result in increased amount of production.
Log in hours:
It is considered as the operational time.
Calls handled per day:
The higher rates of this index will result in increased scope of selling.
Implementation of objection handling techniques:
The rate of the implementation of the objection handling techniques will be
significant for the organization and the employees of it.

3PERFORMANCE REVIEW
References:
Hopkins, D.J., 2015. The upside of accents: Language, inter-group difference, and attitudes
toward immigration. British Journal of Political Science, 45(3), pp.531-557.
Kumar, V. and Pansari, A., 2015. Measuring the benefits of employee engagement. MIT
Sloan Management Review, 56(4), p.67.