SL tracker inboudbpo

Date	Segment	Forecast	Offered	Answered	% to Forecast	# of Interval FD > 115%	AL%	SL%	Required on Offered	Manpower Sched	Present	Deficit	Reasons for Impact
1-Jan	Har Pre	48546.25	46213	44602	95%	20	97%	79%	4230	381	319	77%	Cust not able to call on any number,Validity of BA1 expired free mins on 31Dec'10, CRBT has not activated as customer having suficient balance, Cust not able to get Chota Credit
2-Jan	Har Pre	44443.75	53239	47134	120%	38	89%	29%	4116	385	312	80%	Cust unable to get the benefits of Chota Crdit and Myoffer scheme,Unbilled OCC not updated yet whether the TAT is over, also cust unable to activate the caller tune service whereas having sufficient balance in the accoun
3-Jan	Har Pre	43076.25	49419	46353	115%	38	94%	61%	4111	369	333	90%	FTT not received as per 121 rc done, Cust not abkle to get the benefits of Chot Credit, and also unable to activate the service of Caller tune .
4-Jan	Har Pre	44717.25	47624	47159	107%	21	99%	88%	4189	362	327	89%	Cust unable to avial the benefits of Credit on his number
5-Jan	Har Pre	44717.25	47164	46575	105%	15	99%	87%	4202	357	324	84%	Cust received sms for getting 40,000 sms in Myoffer scheme ,Cust not able to send the free sms, CRM not working
6-Jan	Har Pre	44717.25	46760	45913	105%	6	98%	82%	4326	360	336	92%	Vas service activated status is not showing in the VAS EMG logs, Cust not able to send the free sms ,CRM not working, Push sms not working, HRY_ RDR Calls landed in Avayas
7-Jan	Har Pre	43760	53727	47902	123%	27	89%	35%	4359	350	315	86%	Vas Activation status is not activated in EMG logs, MNP numbers Barred due to documents …heavy call rush on documents skill 219
8-Jan	Har Pre	44443.75	50024	45866	113%	18	92%	55%	4333	338	308	82%	CUSTOMER NOT GETTIONG VL SEATTING /// AND BAL DEDUCTION
9-Jan	Har Pre	44717.25	48651	45151	109%	15	93%	61%	4393	351	309	90%
10-Jan	Har Pre	42392.5	48330	46290	114%	17	96%	59%	4537	330	301	84%	Free Mints Not Crdited In RC 121, High Acht/High Aux
11-Jan	Har Pre	43760	50946	49749	116%	21	98%	76%	4607	342	318	106%	High ACHT 155 ,Verse Jobs alert activated on customer number, Push sms Not working
12-Jan	Har Pre	44580.5	52021	49845	117%	24	96%	58%	4646	365	316	91	High ACHT, 121 Full talktime Issue
13-Jan	Har Pre	43486.5	51887	47964	119%	10	92%	54%	4980	355	316	83%
14-Jan	Har Pre	43486.5	54299	50431	125%	31	93%	44%	4537	380	342	86%
15-Jan	Har Pre	44580.5	48530	47594	109%	9	98%	83%	4189	369	328	85%
16-Jan	Har Pre	44307	45041	44488	102%	6	99%	88%	5631	363	318	87%
17-Jan	Har Pre	42392.5	46011	45337	109%	1	99%	86%	4537	438	383	25%
18-Jan	Har Pre	44580.5	47509	46987	107%	3	99%	90%	4692	431	408	90%
19-Jan	Har Pre
20-Jan	Har Pre
21-Jan	Har Pre
22-Jan	Har Pre
23-Jan	Har Pre
24-Jan	Har Pre
25-Jan	Har Pre
26-Jan	Har Pre
27-Jan	Har Pre
28-Jan	Har Pre
29-Jan	Har Pre
30-Jan	Har Pre

KRO file format page 2 inbound bpo

Name of appraisee:						Page 2
Emp ID:
Key Result Objective	Measurement Criteria	Weightage (90%)	Self-appraisal by Appraisee (should be only in the form of achievements, challenges, roadblocks etc. Scores are not permitted)	Appraiser's comments, observations and feedback	Score given by Appraiser on KRO (1 - 5 scale)	Total / weighted score on KRO (Weightage X score given by Appraiser)
SVL%	Internal target to be met for all processes	20%	5		5	100
Abn%	internal target to be met for all processes	10%	5		4	40
Schedule Adherence	Late Login, Roster not adhere and Early Logout	30%	4		3	90
Intraday reports	100% deviation to be captured at interval level, in case of not meeting the targets, with a drill down of why the target was missed on magic ratios.	5%	5		4	20
Aux %	12% of the scheduled hours to be used	20%	4		3	60
Voice of the internal customers	Floor Management, Break management, Coordination.	5%	5		4	20
Initiatives	2 initiatives=100%. Every initiative should have a cost benefit or performance enhancement vetted by manager.	10%	4		3	30
						0
TOTAL WEIGHTAGE		100%	TOTAL SCORE ON KROs			360
Signature of Appraisee		Signature of Appraiser			Signature of Reviewer
						Page 3
Competency critical to role	Measurement Criteria	Weightage (10%)	Self-appraisal by Appraisee (should be only in the form of achievements, challenges, roadblocks etc. Scores are not permitted)	Appraiser's comments, observations and feedback	Score given by Appraiser on Competency (1 - 5 scale; Refer to BARS)	Total / weighted score on Competency (Weightage X score given by Appraiser)
Planning		20%	Acht Management in Haryana prepaid /Reduce non adherence Percentage /Maintaining Aux Dashbord haryana Preapid ,gurukul and postpaid./ to cheack calls and staff time agent wise./Marketing of WFM Portal./feadback given to agents daily basis regarding there AUX.		2	40
Initiative and Commitment to Achieve		20%	Inititaive taken on reduced ACHT And non Adherence Percentage		2	40
Customer Focus		20%	Dailly met with TM's regarding there AUX ,ACHT and Non Adherence Percentage.		2	40
People Management		20%	never be rude to anyone, always respect my seniors and all the support staff in entire mohali building.		2	40
Team Leading		20%	Leading all the RTM's mohali. Taking the team meet once in week & tell them to update all the reports on time with zero error and with100% accuracy.		1	20
TOTAL WEIGHTAGE		100%	TOTAL SCORE ON COMPETENCY			180
TOTAL PERFORMANCE SCORE (KRO SCORE + COMPETENCY SCORE)						342
PERFORMANCE RATING CORRESPONDING TO TOTAL PERFORMANCE SCORE						GOOD
Performance Strengths of the Appraisee (To be filled by the Appraiser)				Areas for Development (To be filled by the Appraiser)
DECLARATION:	The points mentioned in the form have been discussed with the reviewer and agreed upon by the Appraisee, Appraiser and Reviewer
Signature of Appraisee		Signature of Appraiser			Signature of Reviewer

KRO file format page 1 - inbound bpo

KRO / COMPETENCY SETTING AND APPRAISAL FORM
				Page 1
GRADE:	Band-5
Period for which appraisal is being done:	Apr-10 to Sep 10		Date:	14-Oct-10
Name of appraisee:			Emp ID:
Process / Function:			Date of joining:	5-Nov-07
Appraisee's designation:			Appraisee's grade:	Band-5
Name of Appraiser:			Appraiser's grade:	Band-4
Name of Reviewer:			Reviewer's grade:	Band-3
Guidelines for appraisals:
1. Please evaluate performance of the appraisee against KROs & Competencies that were set and agreed upon
2. Please be specific and objective in evaluating performance. This should be done based on measurement criteria that was set.
3. Provide feedback to the appraisee on KROs and Competencies. Support feedback with specific instances and concrete examples.
4. Encourage the appraisee to discuss his achievements and challenges.
5. Self-appraisal should not be done in the form of scores. It should elaborate the appraisee's achievements, challenges, roadblocks etc.,
6. Additional sheets can be attached for self-appraisal and appraiser comments. These must be tagged and signed.
7. Score each KRO and Competency on a 1 - 5 scale. BARS must be refered to for competency evaluation.
8. Discuss all points with the Reviewer and arrive at a Final Score.
9.Communicate rating to the appraisee only post Reviewer approval of rating.
10.Submit print out of form with signatures to HR.
Rating Scale
Performance Score (KRO score + Competency score)	Corresponding Rating
451 - 500	EXCEPTIONAL
336 - 450	GOOD
250 - 335	REASONABLE
Less than 250	POOR