Employee Performance Review

The importance of an employee performance review is becoming increasingly more well-known. Millennials, in particular, realize the benefits of reviewing periodically, and are actively looking for routine feedback.

Regular feedback is key: Sixty percent of millennials want to hear from their managers at least once a day, a contrast to previous generations who believed no news is good news. - Kathleen McCleary, writer for Parade.

This is particularly true for customer support teams, where communication and feedback are key.

From analyzing an employee's customer service metrics to figuring out solutions to issues they might have, performance reviews help customer support teams do what they do best. Deliver stellar customer service, support, and success.

This employee performance review will help customer support managers onboard, manage, motivate, develop, and support their staff. Run the checklist near the end of every quarter.

The information you add in the following task will create variables. This means that what you write can be pulled through at a later stage. To read more on variables and how they work, visit our Help page.

Add the employee's basic details in the form fields underneath.

This checklist can be run for every customer support employee you oversee. By adding the basic details of each employee such as name, job title, email, and the date, you can clearly tell who the checklist is for and when the process started.

Conditional logic is applied to this checklist. Depending on the answers chosen, the following steps will be different. For more information regarding conditional logic, there's our Help page.

Assess if the employee is onboarding or not by answering the dropdown.

One of the main duties a customer support manager has is to help with onboarding new employees. 

If the employee being reviewed is in the process of onboarding, choosing "yes" or "no" will determine the next task. If they're past the onboarding stage, the answer is "no".

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Record the new employee's progress in the text field. 

The onboarding process for a new employee takes time - usually weeks or months. By recording their progress, you can know exactly which stage the new team member is at in their training.

Note the prospective onboarding finish date.

The aim of the onboarding process is to get the new employee integrated into the team as quickly possible, and fully equipped with customer support-related knowledge, so they'll succeed in their new role.

Add the employee's prospective finish date to know when they'll be ready to become a core member of the support team.

Use the dropdown underneath to assess the employee's meeting attendance during this quarter.  

Meetings are crucial for customer support teams. Not only do they foster discussion, but they also help to keep the team on the same page regarding the company, current goals, and future changes. All of which are particularly important for customer-facing workers.

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In the date and text fields, input details of the employee's meeting non-attendance.

This is a quarterly employee performance review. By running this checklist over the course of a year, you will gather crucial, reflective data regarding the employee in question's attendance of meetings. For now, think of any recent missed meetings from this quarter.

Draft an email to the non-attending employee in the text field below.

Meetings being regularly missed is a negative sign. The employee should be informed that they're missing too many meetings and that it's detrimental not only to themselves, but also the customer support team as a whole. 

Use the text field below to draft an email to the employee, letting them know that they need to start attending all future meetings.

This task and the following task is for when the employee has not been attending enough.

Send an email to the employee, informing them they aren't attending enough meetings.

Below, you'll see your drafted email from task 12 has been pulled through via variables to the email widget. If the email content needs to be redrafted, edit accordingly and then send immediately. 

Answer the dropdown to start the process of reviewing the employee's work attendance over this quarter.  

For a customer support team to work efficiently, the entire team needs to be synchronized. Synchronization can't happen, however, if other team members are having to pick up extra work from those taking time off. 

Put in information regarding work non-attendance.

It's not fair, nor is it healthy, to have workers take no time off at all. If they're sick, then it's preferable for them to stay at home and recover. Holiday leave is also necessary, so they can take a break from working and recharge. 

However, some can take too much time off overall. By putting information about when the employee was absent, you can see if they're taking a good amount of time off, or too much.

Write out an email to the employee about them being absent.

If it's come to your attention that the employee has been taking too much time off, it's time to let them know. Otherwise, they might continue to book time off, impacting the rest of your team further.

This task and the following task is for when the employee has not been attending enough.

Send an email to the employee regarding their time away from work.

The difference between taking the allotted time off and too much is noticeable. If the latter is the case with this particular employee, send an email to them about the situation and how it needs to change. They might not even be aware of their absenteeism themselves.

Evaluate the employee's levels of motivation by choosing an answer from the dropdown.

How motivated an employee is feeling has a tremendous effect on their levels of productivity - this is a subject discussed in this piece for 6Q. 

If an employee is feeling highly motivated, the amount of work they can get done will increase. Not only that, but the overall quality of the work will be higher, too.

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Choose actions from the dropdown list to help improve the employee's motivation.

Seeing as motivation has a monumental impact on productivity, look at and implement ways to increase the employee's motivation.

To help you out, you'll find a list underneath with actionable, motivation-increasing methods. These have been taken from sources such as Bonusly and their handy guide of 20 ways to boost motivation. Team-building activities, too, massively help - read our catalog of over 60 of them. 

Consider if hard data is relevant to this specific employee and this particular review.

Looking at and reviewing customer reviews, customer tickets, and customer service metrics are great ways to see how a service-orientated employee is performing in terms of hard data. 

That being said, if you wanted to take a more qualitative approach, looking at data might not be relevant. Choosing "yes" or "no" in the dropdown will inform the order of the next tasks.

Read through the latest customer reviews to see if the employee was mentioned.

Although customer reviews are largely subjective, they can be a hugely beneficial resource - especially where customer service, support, and success are concerned. 

The people writing positive and negative critiques will sometimes refer to specific employees in their reviews. Read through the latest customer reviews to discover if the employee in question has been mentioned at all, then note down what you find.

Look at the conversation ratings from the customer tickets.

If your team is using software such as Intercom, then your customers can rate the conversation, letting the customer service team know their experience was either pleasant, frustrating, or mediocre. 

By looking at the tickets the employee has answered, you can discover whether customers are happy to interact with this particular employee or not.

Document the employee's customer service related metrics in the form fields.

Customer service metrics - which will include specific statistics, such as customer response time - is quantifiable data. Therefore, one certain way to find out how your employee is performing is by looking at metrics. 

Document these metrics below. Documenting them will be particularly useful when comparing the employee's metrics after future performance reviews.

Use the text field to note any feedback the employee has had from their colleagues.

External customer reviews can certainly help show when the employee is doing a great job - or a not so good job. Internal feedback from the employee's colleagues can also play a large role when determining their performance. 

If you've heard their colleagues express negative or positive comments, note it down below.

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Contemplate the successes of the employee by picking an answer from the dropdown underneath.

Based on the data from the previous tasks, you should now have an idea of whether the employee has had any successes or not. If they have indeed been successful - perhaps in providing a stellar customer problem-solving experience, for instance - then they should be congratulated.

Choose an area in which the employee excelled from the dropdown list.

So that you can congratulate the employee on their success, it's necessary to narrow down and categorize exactly what the success was. The dropdown list underneath this text contains a wide range of areas in which the employee may have succeeded.

Push an email out to the successful employee by using the email widget below.

Seeing as the employee's success has been defined, it's now time to congratulate them on their work. 

The email widget below is pulling information in via variables. If you'd like to edit the message itself - or any part of the email, like the subject - that can be done by editing the checklist's template or by launching the email in your email service by pressing "test send".

Acknowledge any employee problems by answering the dropdown below.

Employees can't excel at their job every day - problems occur, be them minute or mammoth. If the employee is having any problems at work - perhaps they're struggling with workload, or they aren't sure how to manage stress well - acknowledge, identify, then rectify.

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Identify the problems the employee is having in the given form fields.

Once the problems are acknowledged, they must then be identified so an appropriate resolution can be thought of. The form fields below will help you to identify the problems thoroughly.

Talk about the issues to the employee to resolve them. 

To fully rectify issues, they must be frankly discussed. Talk honestly about what the employee is having issues with, to see if a resolution can be found.

Resolving workplace conflicts can often be tricky. If their issue is related to conflict, it's worth reading this guide on HubSpot, in which Ben Aston offers 10 ways to handle the conflict before it escalates. 

Write a message telling the employee that you're available to support them in the text field below.

As a manager, you're the first point of contact should any employee need assistance, support, or help. But an employee might not always feel comfortable bringing up any issues they're having, either personally or professionally. Tell the employee that they're welcome to talk to you at any time.

Send an email to the employee regarding being able to support them.

Employees often forget that their manager isn't only there to manage them - they're there to help, too. Remind the employee that you're available to help them should they need any by sending an email to them. 

List any relevant opportunities that would help to develop the employee's career. 

Many companies - no matter if they're multinationals or start-ups - have a budget for employee training, development, and professional growth.

From courses to conferences, there's a wide range of opportunities out there to be taken advantage of. Using the form field below, list events or activities that could be useful to this particular employee.

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Dispatch an email about upcoming opportunities directly to the employee.

After writing down any relevant events, courses, and opportunities for the staff member, let them know of upcoming possibilities to bolster their career by sending this email to them.

Schedule the next performance review for this employee.

Reviews can be extremely useful in that they're repeatable, meaning critical information and data can be accumulated. With this in mind, schedule another review for an appropriate date and time.

It's simple to schedule checklists with Process Street. To learn more about how to schedule checklists, read this useful article on our Help site.

• Kathleen McCleary - 
• 5 Must-Knows About Millennial Managers
• Swetha Amaresan - What Does a Customer Service Manager Do?
• Mat Patterson - How Top Customer Service Teams Measure Performance
• Amritpal Dhangal - How to Measure Customer Service Success?
• Paul Falcone - Employee Self-Assessment Examples in Customer Service
• Steve Crabtree - Worldwide, 13% of Employees Are Engaged at Work
• Benjamin Brandall - 63 Team Building Activities That Your Team Won't Roll Their Eyes At
• Heryati Ramlan - Why Employee Motivation Is Important (& How to Improve It)
• Kim Harrison - Why employee recognition is so important – and how you can start doing it
• Dina Gerdeman - Forget Cash. Here Are Better Ways to Motivate Employees
• Shawn Achor - The Benefits of Peer-to-Peer Praise at Work
• Berkeley Human Resources - Resolving Conflict Situations
• Ben Aston - 10 Tips for Handling Conflict at Work

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  (The checklist above is a more generalized performance review checklist.)