Competition is increasingly becoming stiff today, and organizations are adopting different strategies to get an edge in the market. Appraisal and evaluation of employees is a long-time leading method used to assess the performance of various individuals in the company. However, the traditional evaluation method no longer provides accurate results. Thus, newer and more effective tools such as 360-degree evaluations are frequently used as the most preferred alternatives. As an HR manager for a company with a large call center intending to appraise the call representatives, I would support the manager in actualizing the plan.
While a 360-degree appraisal has demerits, such as complexity in compiling all the responses, the merits are more significant. Firstly, a 360-degree assessment provides comprehensive feedback necessary for making essential decisions. On the contrary, traditional appraisal relies on observation or comment from one person, mainly the supervisor. A 360-degree evaluation pulls feedback from different individuals, including customers, peers, supervisors, and managers (Snell & Morris, 2019). The reviews are broader, diverse, and well-rounded, making the process more accurate and with a better range of insights into enhanced performance. Secondly, feedback from the 360-evaluation process is more reliable because it is less prone to bias and prejudice. Since the reviews are usually anonymous, the raters are freer to be truthful. Thus, the manager should conduct 360-degree appraisals as it is more reliable, accurate, and comprehensive.
However, specific conditions should be in place for an effective 360-degree appraisal process with the call center staff. It should not be assumed that every employee understands what the 360-degrees appraisal is. That means there is a need to educate and train the staff about the procedure, benefits, and significance of the process. The employees should also be reminded about the importance of honesty in ratings and feedback. Without proper training, the reviewers might be afraid to provide honest feedback (Snell & Morris, 2019). Overall, the 360-degree evaluation process is the most appropriate for performance analysis in the current work environment.
Reference
Snell, S., & Morris, S. (2019). Managing human resources. Cengage Learning.