| No. |
Parameters |
Description |
Percentage |
|
1
|
Work🔹 EthicSchedule Adherence
|
Measures the employee’s commitment to scheduled working hours, including login/logout times, breaks, and full shift coverage as per the assigned schedule.
Punctuality: Arrive on time 85% of the time.
|
20% (40%) |
|
2
|
🔹 Adherence to Quality Procedures
|
SkillsEvaluates Developmenthow well the employee follows approved policies and procedures during task execution — such as professional communication, accurate data handling, proper use of templates, and complete case documentation.
|
Percentage of employees who complete assigned training programs.
- Observe how employees apply new skills on the job |
15%(50%) |
|
3
|
Quality🔹 ofFinal workResolution Rate
|
Assesses the percentage of cases resolved fully by the employee without requiring rework, escalation, or reopening — reflecting the ability to deliver complete and effective solutions from the first attempt.
tracking Monitor the frequency and severity of errors made in work processes
|
20% |
4
|
Adherence to Quality Procedures
|
Measures the extent to which customer service representatives adhere to established company procedures and policies.
|
30%
|
|
5
|
Task completion rate
|
The percentage of tasks completed within a specified timeframe.
|
15%(10%) |
