Hi,

Maybe a sensitive topic - but I would really like some of the management to give themselves an appraisal - by all means keep it confidential - but I would like to know how management rate themselves. It is by complants ? proper appraisals ? other members of management staff ? the number of drinks bought in the pub ?

How do you keep abreast of changes within the call centre industry ? and the technology ? and everything else ?


Just a bit nosey - that is all !!!!!!

Alice Kettering

Hi everyone.

I think this is too good a topic to let it vanish unanswered, so if anyone would care to set the ball rolling...

It will be interesting to see what replies we get!

John

Hi,

this is really a very good question - and it's a shame that no-one has answered yet. In my opinion it's very hard for a manager to get proper feedback, due to several reason.

We run a couple of different strategies for performance evaluation - including all leadership function and myself. I'm talking about 360° Feedback, Employee Satisfaction Survey, internal Customer Satisfaction Survey and a "Leadership Evaluation Form". Therefore, my staff gives me a feedback on a structurizted and regular base (every 3 months). This is the most important feedback - because I'm hired to run this team and deal with people. Surely, my boss has different views about my performance (regarding Budget, our Targets etc.) but the focus is on the feedbackof my staff.

I hope this helps. Please let me know if you want to discuss more:
karsten_fuhrmann@hotmail.com
Manager Workforce & Performance Mgmt.
sunrise Telecommunications, Switzerland

I agree that it's important for management skills to be evaluated on a regular basis and currently I've experienced this in two ways.

Firstly evaluation by my line manager which as you say tends to be on the basis of company objectives, targets etc and happens every quarter.
Secondly every year my team get to provide feedback on my service to them which is a challenging experience I'm sure you'll agree :)

Overall I'd like to see less of the first and more of the second as well asintegrating more strongly the results of my teams survey into my appraisal by my line manager.

I think most large companies realise the importance of carrying out regular evaluation however, as in most large companies, there are various systems and measurments managed by several different departments which sometimes lack overall direction and planning.

Hope this helps :)
Kirk