KEY PERFORMANCE AREAS (KPAs) KEY PERFORMANCE INDICATORS (KPIs)

Unplanned Shrinkage 8%
Attrition 8%
Login Hrs 7:45:00
ACHT as per tenure grid
External Quality Scores 75%
Fatal% 15%
Team Audit Count 3 per Present day/TL
Weekly Login 10 calls/week
Pariksha 100%
Schedule Adherence 92%
NC on Hygiene Audits (Short Call/Agent Hung up/Call Drop) 5%
Performance Review TL review 2 times a month
Extra Initiatives Will be shared before stack ranking
TIMELINES

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 KEY PERFORMANCE INDICATORS
KEY PERFORMANCE AREAS (KPAs)
(KPIs)
Unplanned Shrinkage 8%
Attrition 8%
Login Hrs 7:45:00
ACHT as per tenure grid
External Quality Scores 75%
Fatal% 15%
Team Audit Count 3 per Present day/TL
Weekly Login 10 calls/week
Pariksha 100%
Schedule Adherence 92%
NC on Hygiene Audits (Short Call/Agent Hung up/Call Drop) 5%
TIMELINES

Monthly
Monthly
Monthly
Monthly
Monthly
Monthly
Monthly
Monthly
Monthly
Monthly
Monthly
 KPI/Parameters Target MTD Week 1 Week 2 Week 3 Week 4 1-Jun 2-Jun 3-Jun 4-Jun 5-Jun
Briefing % 98%
UPL Count -
UPL % <5%
Ready Hours 95%
Ready Hours Non Compliance Count -
Schedule Adherence 98%
Call Answered -
AHT Target -
AHT Delivery -
Hold % 30%
Held % 30%
ISAT % 92%
ISAT No Count -
Audit Count - EQ -
FE Count-EQ -
FE %-EQ <5%
Audit Count - IQ -
FE Count-IQ -
FE %-IQ <5%
No Tagging Count -
Tagging % 98%
FA Count -
FA % 3%

TL Audits Count 100%

BI Audits Count -
BI Non Compliance Count -
BI Audits Compliance % 95%
6-Jun 7-Jun 8-Jun 9-Jun 10-Jun 11-Jun 12-Jun 13-Jun 14-Jun 15-Jun 16-Jun 17-Jun 18-Jun 19-Jun 20-Jun 21-Jun
22-Jun 23-Jun 24-Jun 25-Jun 26-Jun 27-Jun 28-Jun 29-Jun 30-Jun
EMP ID VT ID Name TL Name Nestng Start Date AON Briefing % UPL Count UPL % Ready Hours
80530706 VT24859 ABHRADEEP SAHA Abhishek Kumar 13-Apr-23 106
80530720 VT24864 Aparna Samajpati Abhishek Kumar 13-Apr-23 106
80530727 VT24865 Arosikha Das Abhishek Kumar 13-Apr-23 106
80530703 VT24867 GULAFSHAN ALIA Abhishek Kumar 13-Apr-23 106
80530722 VT24868 Gunjan Kaur Abhishek Kumar 13-Apr-23 106
80530717 VT24869 Habibah Hayat Abhishek Kumar 13-Apr-23 106
80530709 VT24876 SARNEET KAUR Abhishek Kumar 13-Apr-23 106
80530719 VT24885 VAISHNAVI KUMARI Abhishek Kumar 13-Apr-23 106
80530721 VT24886 Vivek Poddar Abhishek Kumar 13-Apr-23 106
80531024 VT25060 Hemraj Singh Rawat Ankur Sharma 18-Apr-23 101
80531026 VT25063 Komal Soni Ankur Sharma 18-Apr-23 101
80531013 VT25067 Neha Razzak Ankur Sharma 18-Apr-23 101
80531030 VT25068 Ragini Choursiya Ankur Sharma 18-Apr-23 101
80531006 VT25074 Saman Shagufta Ali Ankur Sharma 18-Apr-23 101
80531009 VT25075 Sarthak Das Ankur Sharma 18-Apr-23 101
80531022 VT25076 Shibangini Bhakat Ankur Sharma 18-Apr-23 101
80531014 VT25079 Vikash sharma Ankur Sharma 19-Apr-23 100
Ready Hours Non Compliance Count Schedule Adherence Call Answered AHT Hold % Held % ISAT % ISAT No Count
Audit Count - EQ FE Count-EQ FE %-EQ Audit Count - IQ FE Count-IQ FE %-IQ No Tagging Count Tagging % FA Count FA %
TL Audits Count BI Audits Count BI Non Compliance Count BI Audits Compliance %