The 360-degree assessment method helps determine how well an employee corresponds to his position through a survey of managers and colleagues. This method allows for evaluating the effectiveness of each employee and how well they fit into their position. This evaluation method is quite complex and multi-stage (Snell, 2019). Using a 360-degree approach may take time to inform the participants and, after the assessment, to process the data and analyze the results.
Evaluating the work of call center representatives using the 360-degree method will not fully highlight the competence and quality of the employees’ work. In this regard, I will not encourage the use of this evaluation method. The assessment of the manager, colleagues, and clients is required. Customers can provide useful feedback on how valuable and effective the work of employees is (Snell, 2019). It is not easy to conduct a customer survey since not many are willing to stay on the line to answer questions about the operator. For the evaluation process to be effective, it is necessary to ask only one most important question to clients about the employee’s work after the call. As a result, the client will not need to spend time answering, and the management will receive a clear assessment from the client.
For colleagues to honestly evaluate each other, it is also necessary to draw up a short questionnaire that will imply the answer “I do not know” so that colleagues do not give information unknown to them but answer honestly. This will help make the survey results more accurate. Moreover, the survey should be anonymous to avoid unnecessary conflict situations. Those who will be interviewing employees need to clearly define a list of questionnaire questions that will indicate which qualities and skills are essential for employees. In addition, it is necessary to inform all participants of the questionnaire for what exactly it is being conducted.
Reference
Snell, S. (2019). Managing for human resources, 17th Edition. Cengage Learning.