What are the most common mistakes to avoid during a performance evaluation for Telecommunication Services?
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Performance evaluation is a crucial process for any organization, especially for Telecommunication Services. It helps to measure the achievements, strengths, and areas of improvement of the employees, and to provide feedback, recognition, and guidance for future development. However, conducting a performance evaluation for Telecommunication Services can also be challenging, as it involves dealing with complex and dynamic tasks, technical skills, and customer satisfaction. To avoid making common mistakes that can undermine the effectiveness and fairness of the evaluation, here are some tips to follow.
One of the most common mistakes to avoid during a performance evaluation for Telecommunication Services is to use vague, subjective, or irrelevant criteria to assess the employees. For example, using terms like "attitude", "initiative", or "teamwork" without defining what they mean or how they are measured can lead to confusion, bias, or inconsistency. Instead, use clear and specific criteria that are aligned with the goals, expectations, and standards of the organization and the position. For example, use criteria like "accuracy of data entry", "speed of problem resolution", or "customer satisfaction rating".
Another common mistake to avoid during a performance evaluation for Telecommunication Services is to provide feedback only once a year, or to focus only on the negative aspects of the performance. This can demotivate, discourage, or surprise the employees, and prevent them from improving their performance throughout the year. Instead, provide regular and constructive feedback that highlights both the strengths and the areas of improvement of the employees, and that offers specific and actionable suggestions for enhancement. For example, provide feedback on a monthly or quarterly basis, or after a major project or incident, and use examples, evidence, and praise to support your feedback.
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Anup Paul 💭
Founding Member at Love Therapy Thursday 💭
One important thing I have noticed is that an employee's annual review should not be the first or last time a Manager connect with employees about their job performance. It's important to keep up regular status updates. Check in to see how they're progressing with their professional goals. Talk about areas that were identified for improvement and encourage the employee to share how they're taking measures to grow. Be there to offer advice and real-time feedback.
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A third common mistake to avoid during a performance evaluation for Telecommunication Services is to exclude the employees from the evaluation process, or to ignore their input or perspective. This can create a sense of distrust, resentment, or defensiveness among the employees, and reduce their engagement and commitment to the organization. Instead, involve the employees in the evaluation process, and encourage them to share their self-assessment, achievements, challenges, and goals. For example, ask the employees to fill out a self-evaluation form, to provide evidence of their performance, or to set their own objectives for the next period.
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Anup Paul 💭
Founding Member at Love Therapy Thursday 💭
One very important thing which I have noticed is that Manager doing all the talking during a performance evaluation for Telecommunication services. It is important to remember performance evaluation should be a conversation, not a presentation. Allow for the employee to have a voice as well and welcome their imput. One way to do this is to start the review with their self-assessment. This will be akin to sharing responsibility for the discussion and employee will feel the same way and will take more ownership throughout the process. They will be motivated to share examples and new goals, which will be productive and fruitful in the long run for everyone. Hence, this strategy is a win-win situation for both parties.
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When conducting performance evaluations for Telecommunication Services, it's important to be aware of rating errors and biases that can distort the accuracy and fairness of the evaluation. Examples include the halo effect (giving a high overall rating based on one positive trait or performance), horns effect (giving a low overall rating based on one negative trait or performance), recency effect (giving more weight to the most recent performance rather than the whole period), leniency or severity effect (giving too high or too low ratings compared to the average or the norm), central tendency effect (giving only average or moderate ratings regardless of the actual performance), and similarity or contrast effect (giving higher or lower ratings based on the similarity or difference between the evaluator and the employee). To avoid these mistakes, use objective and consistent criteria, compare the performance with standards, review the performance over the entire period, and seek feedback from other sources.
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Anup Paul 💭
Founding Member at Love Therapy Thursday 💭
An example of performance review mistake, I have noticed in the telecommunication services, is that not reviewing the whole year. Appraisals are designed to recognize employees' contribution over the past twelve months. Recent events shouldn't overshadow the entire period. Performance isn't a static concept. It varies depending on both internal and external events, and need to be calibrated accordingly. Don't confuse current performance on past performance. Look at the current period being reviewed. Secondly, it is very important to avoid bias about an employee based on your personal feelings. Thirdly, I want to emphasize is that, don't overrate a poor performance as a motivational tool.
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A fifth common mistake to avoid during a performance evaluation for Telecommunication Services is to neglect the follow up and monitoring of the progress of the employees after the evaluation. This can undermine the purpose and value of the evaluation, and leave the employees without support, guidance, or accountability. Instead, follow up and monitor the progress of the employees, and provide them with the resources, training, and coaching they need to achieve their goals and improve their performance. For example, schedule regular meetings, check-ins, or reviews with the employees, and track their performance indicators, feedback, and achievements.
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Anup Paul 💭
Founding Member at Love Therapy Thursday 💭
An example I have noticed that once the appraisal is done and forms are submitted, it becomes time to relax. That is wrong. Year-end appraisal, should generate goals for the year ahead, as well as action plan to reach them. This should be facilitated by the managers, to ensure employees are moving in the right direction. While most of the onus for taking charge of their career development lies on the employees, but they should be supported by their Manager. Hence, during regular check-ins by Manager with their team members, should review their objectives and relevant KPI's, and ensure to give employees the support they need to follow through. A formal performance reviews can be turned into hugely motivational tools for the employees.
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A sixth common mistake to avoid during a performance evaluation for Telecommunication Services is to communicate poorly or disrespectfully with the employees during the evaluation. This can damage the relationship, trust, and morale between the evaluator and the employee, and cause conflict, frustration, or dissatisfaction. Instead, communicate effectively and respectfully with the employees during the evaluation, and use a positive, supportive, and collaborative tone. For example, listen actively, empathize, acknowledge, and appreciate the employees, and use open-ended questions, constructive criticism, and positive reinforcement.
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Anup Paul 💭
Founding Member at Love Therapy Thursday 💭
An example I have noticed is focusing on personality during the performance evaluation. It is very important to remember that when assessing an employee, the feedback should be focused on professional merits. Criticizing employee's personality traits should be avoided and focus should be on ways to improve communication. If there are issues on how an employee interacts with others. For example, instead of saying something like, "Nobody wants to work with you." You could say something like, "Some people have found collaborating with you to be a challenge." The effort should be made to keep the criticism related to the work and try to provide constructive feedback in place of character feedback.
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Kaleemullah A.
Customer Experience Consultant | Strategic partnerships Planner | Process Efficiency Expert | Technology Implementation | CRMs | Integrations | Trainer | Problem Solver
1- Prior to deployment of a new staff(s) in a telecom team every organization must provide them with a thorough training about not just the product but more importantly their KPIs and understanding of how you monitor them. 2- Then the organization that has a telecom team, that deals with customers and corporate clients over the phone, must provide their agents with proper equipment (CRMs) to evaluate KPIs. 3- Every team member must have access to their own performance dashboard to know how they are getting along and not get surprised by a QA score out of the blue.
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