PERFORMANCE ANALYSIS & APPRAISAL

As requested, a thorough performance appraisal and analysis form has been drafted for your approval. For
many years Qwest utilized a narrative method to conduct its performance evaluations and gave direct feedback. As a
result, drafting forms on quality assurance and overall performance analysis proved to be rather difficult since these
forms do not actually exist in the Qwest Communications Corporation. This analysis will consist of the four following
criterion: How often the appraisals are conducted; who conducts the appraisals; who reviews these appraisals; and an
explanation of chosen method.

HOW OFTEN THE APPRAISALS ARE CONDUCTED

In accordance with the spirit of service, a bi-weekly check on quality is conducted on the agent. The first
document contains a quality assurance form that is to be conducted at random intervals at least twice a week or as
needed. We feel that a consistent, random check on an agents quality sets an expectation that we expect 100% quality
on every call. The second document contains a performance evaluation that is conducted once a month on each agent.
We need to stress the importance of attendance and active participation by each member of the team. If we are able to
rate an employees ability to proactively interact with others, it may be easier to determine an analysis on the
employees performance in the long-run.

WHO CONDUCTS THE APPRAISALS

Multisource Feedback is utilized when conducting these appraisals. The quality assurance appraisal is conducted
twice a week by any member of the management staff or the agent, personally. This staff may consist of, but is not
limited to, the team coach, the team lead, the training department, the site director. The appraisal can also be used as a
personal measuring evaluation by the agent, personally, and also, as the agent consents, by the agents peers.

WHO REVIEWS THE APPRAISALS

Every week, the agent is to meet with his or her coach to receive training and quality assurance. The coach will
review the quality scores with the agent and address any concerns that may be apparent based off the quality assurance
forms and the monthly performance appraisal. As needed, these appraisals may also be reviewed by any level of the
management staff to ensure that the agent is in compliance with the Qwest Code of Conduct (QCC) and Qwests
Customer Proprietary Network Information (CPNI).

EXPLANATION OF THE CHOSEN METHOD

As you may be aware, no single appraisal method is best for all situations. The Performance and Interpersonal
Skills Appraisal used behavioral rating scales to rate the employees overall quality check and interpersonal skills. The
Quality Assurance Form uses graphic rating scales to rate the employees performance on a continuum on a single call.
By using this method, we can better assess how an employee is contributing on a daily, monthly, and annual basis. This
method can also better determine an outlook on whether or not this employee would be good to retain, evaluate and
train, or discuss outplacement options or different career options.

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CONSUMER SALES AND SERVICE

PERFORMANCE AND INTERPERSONAL SKILLS APPRAISAL
DATE: ___________________________________________

FULL-TIME______

EMPLOYEE: _______________________________________

EMPLOYEE #: _____________________________________

COACHING SUPERVISOR: ______________________________

DATE OF HIRE: ______________________

APPRAISAL TYPE (CHECK ONE): INTRODUCTORY _____

MONTHLY _____

PART-TIME _______

COACHING/COUNSELING _____

DISCHARGE _____

THE FOLLOWING SCALE MEASURES YOUR ASSESSMENT OF THIS EMPLOYEES PERFORMANCE:

5 Outstanding and Exemplary
4 Exceeds Expectations
3 Satisfactory
2 Minimal Contributor
1 Improvement Needed

GENERAL QUALITY CHECK

How would you rate this agents quality?
How would you rate this agents product knowledge?
How would you rate this agents offer-rate?
How is this agents gross revenue per call?
How would you rate this Agents net revenue per hour?
Does this Agent effectively utilize his or her resources to resolve concerns?

INTERPERSONAL SKILLS
How does this agent treat his or her customers?
How does this agent treat his or her peers?
How is this agents overall productivity?
How is this agents attendance?

SCORE______
COMMENTS: _________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
EMPLOYEE SIGNATURE: _______________________________________
SUPERVISOR SIGNATURE: ______________________________________
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DATE: _________________________________

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