WellCall Case: Evaluating Performance in a Telehealth Call Center

You are the HR partner at WellCall, a fast-growing company that provides telehealth services. The company operates a remote call center with over 100 health communication assistants who support patients by answering questions, scheduling appointments, and handling sensitive medical information.

Recently, managers have noticed inconsistent performance among employees, including slower response times and a rise in patient complaints. To support improvement, the leadership team has asked you to design a performance appraisal system specifically for this role.

Your task:

1. Select a performance appraisal method that you believe is most suitable for this position and explain why it is appropriate considering the nature of the job.

2. List and explain two reasons why performance appraisal is especially important in this situation.

3. Name at least three specific factors you would evaluate when assessing employee performance in this role.

Support your answer using course terminology and concepts discussed in class.