Call center employee evaluation form template

Got a performance review coming up? Use this employee evaluation form to get better data on your employees’ performance, and illuminate areas for improvement.

By asking one question at a time, this form feels less like a performance review, and more like a real conversation. And with plenty of design options, you can easily make your form fit with your company’s branding. Give it a try.

Employee evaluation plays a vital role in improving customer service. But what about the performance of the call center itself? Employee performance evaluation is just the tip of the iceberg, and overarching call center KPIs shouldn’t be overlooked.

When evaluating individual employees and the call center as a whole, of course you’ll need to consider different metrics. But if you keep call center KPIs front-of-mind when creating your employee evaluation form, you’ll stay in alignment with the company goals.

Here are some key call center KPIs to consider:

• Call time

• Average time in queue

• First call resolution

• Average speed of answer

• Percentage of calls blocked

• Service level

• Average handle time

• Agent turnover rate

• Source: Talkdesk