The document outlines the bonus structure for a customer service role. Key performance indicators include average handling time, adherence to schedule, attendance, quality assurance and customer experience, and productivity. Average handling time is calculated based on talking time, hold time, auxiliary codes time, and after call work. Adherence and attendance each account for 20% of the bonus and are measured at 90-95% and logging in according to schedule, respectively. Quality assurance targets 85% and is evaluated based on one to two calls per week.
The document outlines the bonus structure for a customer service role. Key performance indicators include average handling time, adherence to schedule, attendance, quality assurance and customer experience, and productivity. Average handling time is calculated based on talking time, hold time, auxiliary codes time, and after call work. Adherence and attendance each account for 20% of the bonus and are measured at 90-95% and logging in according to schedule, respectively. Quality assurance targets 85% and is evaluated based on one to two calls per week.
The document outlines the bonus structure for a customer service role. Key performance indicators include average handling time, adherence to schedule, attendance, quality assurance and customer experience, and productivity. Average handling time is calculated based on talking time, hold time, auxiliary codes time, and after call work. Adherence and attendance each account for 20% of the bonus and are measured at 90-95% and logging in according to schedule, respectively. Quality assurance targets 85% and is evaluated based on one to two calls per week.
Adherence= following your hedule Attendance= log in in accordance to your schedule QA= Quality Assurance/CE= costumer experience (50%) Productivity= number calls or emails or chats during a month Surveys=Csat- Dsat AHT- seconds Talking time+ hold time (100 secs) Auxiliary codes time (aux codes) ACW= after call work Adherence= IGX Adherence & attendance (20%) 90-95% QA target 85% 1 or 2 calls in a weekly basis