Overview
Twice per year, the management team reviews and evaluates each counselor’s performance for the previous six months. After we have completed the evaluations, we grade each person in the company and share your individual results with you privately.
The evaluation criteria is relevant to the work that you do and a useful tool to provide concrete and tangible feedback that you should find helpful and instructive.
Evaluation Criteria
The first set of evaluation criteria we look at is the “what” of the job. Meaning the mechanics of how you do your work, those things that are measurable and more easily quantified.
The “What” |
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| Accuracy | Efficiency | Courtesy | Professionalism |
| Attention to detail, follows policies/procedures, captures information correctly in account, notes and messages to TL. Maintains high level of accuracy; trusted to do tasks with same exactness repeatedly; scores from QA are factored into this category. | Gather information proficiently, highly productive while maintaining courteousness; performs tasks, answers emails, responds to messages from TL in a timely manner.. | Polite, courteous and displays positive and helpful energy. Adapts easily to individual client needs and responds appropriately (pace, tone, etc.). | Possesses knowledge and skills necessary for every interaction. Represents the organization as the best-in-service to our clients; treats clients, peers, and managers with respect. Works independently with integrity; is an excellent communicator with clients and management alike. |
The second set of criteria we took into account was the ‘how’ of the job; those things that are a little bit harder to measure but are an equally important part of your performance.
The “How” |
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| Coachable/Adaptable | Self-Motivation | Sustainability | Flexibility |
| Ability to accept feedback and make immediate change. Accepts feedback professionally and seeks to understand rather than defend. Quickly masters changes within the organization’s operations. | Ability to do what needs to be done without being reminded by managers; seeks opportunities to improve processes, educate themselves, assist where needed, etc. Consistently “on task.” | Doesn’t require repeated coaching once feedback is provided, learns from mistakes and doesn’t slip back into old habits. | Willingly adjusts to meet the organization’s needs. |
Performance Grade:
You will be assigned a letter grade for your performance. The letter grading breaks out as follows:
- A Consistently exceeds expectations.
- B Often exceeds expectations
- C Meets expectations
- D Often fails to meet expectations
- F Does not meet expectations.
In terms of the practical meaning of the letter grades, they are:
Letter Grade Definitions |
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| A | B | C | D and F |
| “A” performers are the people that stand out in terms of performance, consistently delivering great service, are pleasant to work with, seek out new opportunities and are highly motivated. | “B” performers are solidly consistent and usually provide a great client experience. They are on the right track to become and “A” performer. | “C” performers are meeting expectations but opportunities may pass them by, they should think about their long term goals and adjust their performance if they want to take on more responsibility. It’s also easy to slip into the “D” category if they are not careful with their performance. | “D” or “F” performers need to make immediate and sustain improvements to their performance; they can’t expect to continue employment with Cricket Debt if they do not raise their performance to at least a “C” performer level. |
What to expect
Mid-Year
One or more of the management team will have a conversation with you about your performance by the end of July. In the discussion they will talk with you about your performance in the previous six months and let you know your letter grade, and overall impression of your performance to date. You will be provided with a PDF document that shows your scores and overall performance grade.
Please use the opportunity to discuss any concerns or questions you may have regarding your performance, rank or grade with the management team. If, for any reason, you are not comfortable discussing your comments in the group discussion, please email Lance to set up time to discuss it with him directly.
End of Year
One or more of the management team will have a conversation with you about your performance by the end of January. In the discussion they will talk with you about your performance in the previous six months. They will let you know your letter grade, and overall impression of your performance for the last six months and previous year as a whole. You will be provided with a PDF document that shows your scores and overall performance grade.
Please use the opportunity to discuss any concerns or questions you may have regarding your performance, rank or grade with the management team. If, for any reason, you are not comfortable discussing your comments in the group discussion, please email Lance to set up time to discuss it with him directly.
Why do we do this?
We feel strongly that there should be no surprises at the end of the year when it’s time for your review. You should also be given ample time to correct any performance problems or to discuss any issues you’d like to have addressed.
Our goal is to make sure that at the end of the year, if the company has been successful enough to offer performance increases (raises), that you are well positioned to receive a performance increase. Remember, salary increases are not guaranteed. If the company is not profitable, performance increases may not be given despite your personal performance.
Overall, the evaluations are a very solid and accurate measurement tool. We expect you will be as dedicated to taking care of our clients as we are. Together we can continue our efforts of making Cricket Debt the best-in-service provider of Credit Counseling in the industry and for understanding what we do and why we do it, and for delivering timely, accurate and professional service, with a smile, to every client, at each and every contact.