BONUS STRUCTURE

KPI= key performance indicator

AHT= average handling time (20-30%)

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