Agent Goals and KPIs v1.1

Contents
1 Introduction ........................................................................................................................................... 2
2 Key Performance Indicators.................................................................................................................. 3
2.1 Number of New Customers Acquired ........................................................................................... 3
2.1.1 Definition: ............................................................................................................................. 3
2.1.2 Target: ................................................................................................................................... 3
2.1.3 Importance: ........................................................................................................................... 3
2.1.4 Method of Calculation: ......................................................................................................... 4
2.1.5 Example: ............................................................................................................................... 4
2.1.6 Data Source: .......................................................................................................................... 4
2.1.7 Frequency of Review: ........................................................................................................... 4
2.2 Customer Retention Rate (CRT) ................................................................................................... 4
2.2.1 Definition: ............................................................................................................................. 4
2.2.2 Target: ................................................................................................................................... 4
2.2.3 Importance: ........................................................................................................................... 4
2.2.5 Example: ............................................................................................................................... 4
2.2.6 Data Source: .......................................................................................................................... 4
2.3 Load Booking Efficiency .............................................................................................................. 5
2.3.1 Definition: ............................................................................................................................. 5
2.3.2 Target: ................................................................................................................................... 5
2.3.3 Importance: ........................................................................................................................... 5
2.3.5 Example ................................................................................................................................ 5
2.3.6 Data Source: .......................................................................................................................... 5
2.4 Revenue Generated per Client ...................................................................................................... 5
2.4.1 Definition: ............................................................................................................................. 5
2.4.2 Target: ................................................................................................................................... 6
2.4.3 Importance: ........................................................................................................................... 6
2.4.5 Example: ............................................................................................................................... 6
2.4.6 Data Source: .......................................................................................................................... 6
2.5 Customer Satisfaction Score (CSAT) ........................................................................................... 6
2.5.1 Definition: ............................................................................................................................. 6
2.5.2 Target: ................................................................................................................................... 6
2.5.3 Importance: ........................................................................................................................... 6
2.5.5 Example: ............................................................................................................................... 7
2.5.6 Data Source: .......................................................................................................................... 7
2.6 Time to Resolve Customer Issues ................................................................................................. 7
2.6.1 Definition: ............................................................................................................................. 7
2.6.2 Target: ................................................................................................................................... 7
2.6.3 Importance: ........................................................................................................................... 7
2.6.5 Example: ............................................................................................................................... 7
2.6.6 Data Source: .......................................................................................................................... 7
2.7 Minimum Load Profit Margin....................................................................................................... 8
2.7.1 Definition: ............................................................................................................................. 8
2.7.2 Target: ................................................................................................................................... 8
2.7.3 Importance: ........................................................................................................................... 8
2.7.5 Example: ............................................................................................................................... 8
2.7.6 Data Source: .......................................................................................................................... 8
3 Conclusion ............................................................................................................................................ 8
1 Introduction
In the dynamic world of freight brokering, success isn't just defined by making connections—
it's defined by making the right connections efficiently and profitably. At Central Trucking
Services LLC, we believe in empowering our team with clear expectations and measurable
targets that drive growth, quality, and innovation. We have meticulously crafted these Key
Performance Indicators (KPIs) tailored specifically for our Freight Agents.
These KPIs serve not only as a roadmap to individual and collective success but also as a
reflection of our commitment to excellence and customer satisfaction. They are critical in
ensuring our agents focus on what truly matters: building lasting relationships, optimizing
financial performance, and ensuring timely, efficient service. In the realm of logistics, speed,
accuracy, and trust are paramount. Each KPI has been designed to reflect and measure these
vital aspects of the role, providing our agents with clear targets and enabling them to operate
at peak performance.
The following KPIs encompass both quantitative and qualitative measures, offering a
comprehensive view of the agent's performance. Each one has been chosen based on its
relevance to our business model, its impact on customer satisfaction, and its role in driving
profitability and growth for Central Trucking Services LLC.
We invite our agents to familiarize themselves with these indicators, use them as a guidepost
for their activities, and continuously strive to meet and exceed these benchmarks. In doing so,
we are confident that Central Trucking Services LLC will further solidify its position as a
leader in the freight brokering industry.
2 Key Performance Indicators (KPIs)

2.1 Number of New Customers Acquired
Definition:
This KPI tracks the count of unique new clients an agent successfully brings into the business fold
each month. By monitoring this figure, the company can gauge the effectiveness of its sales and
marketing efforts, as well as the agent's individual outreach activities.
Target:
Acquire at least 3 new clients each month.
Importance:
Continual client acquisition is paramount for business growth, ensuring a steady stream of revenue.
It also validates the agent's proficiency in business development and relationship management.
Method of Calculation:
Simple count of the number of unique new customers on boarded each month.
Example:
If an agent brings in 3 new clients in the first week of the month and 4 in the third week, then the
total new customers acquired for that month is 7.
Data Source:
Sales records, CRM system, and new client onboarding logs.
Frequency of Review:
Monthly.
2.2 Customer Retention Rate (CRT)

Definition:
This metric reveals the percentage of clients that remain with the company and continue to utilize
its services after the initial contract or job. It provides an invaluable peek into the company's ability
to maintain and nurture its existing client relationships.
Target:
Achieve a customer retention rate of 90% or higher.
Importance:
Retaining customers is often more cost-effective than acquiring new ones. A high retention rate
signifies satisfied customers, leading to steady revenues and positive word-of-mouth.
𝑁𝑢𝑚𝑏𝑒𝑟 𝑜𝑓 𝐶𝑢𝑠𝑡𝑜𝑚𝑒𝑟𝑠 𝑎𝑡 𝐸𝑛𝑑 𝑜𝑓 𝑃𝑒𝑟𝑖𝑜𝑑 − 𝑁𝑢𝑚𝑏𝑒𝑟 𝑜𝑓 𝐶𝑢𝑠𝑡𝑜𝑚𝑒𝑟𝑠 𝐴𝑐𝑞𝑢𝑖𝑟𝑒𝑑 𝐷𝑢𝑟𝑖𝑛𝑔 𝑃𝑒𝑟𝑖𝑜𝑑
CRT = ( ) x 100
𝑁𝑢𝑚𝑏𝑒𝑟 𝑜𝑓 𝐶𝑢𝑠𝑡𝑜𝑚𝑒𝑟𝑠 𝑎𝑡 𝑆𝑡𝑎𝑟𝑡 𝑜𝑓 𝑃𝑒𝑟𝑖𝑜𝑑
Example:
If we started with 100 customers, acquired 20 new ones, and had 110 by the end of the period,
110−20
then the retention rate is ( ) 𝑥 100 = 90
100
Data Source:
Customer contracts, CRM system, and sales records.
Monthly.
2.3 Load Booking Efficiency

Definition:
A measure of the promptness and effectiveness with which an agent manages to book loads from
their point of origin to their destination. This KPI can also serve as a reflection of the agent's
expertise and the company's overall operational efficiency.
Target:
Complete at least 90% of load bookings within 2 hours of initial customer contact.
Importance:
Efficient load booking ensures timely deliveries, leading to enhanced customer satisfaction. It also
means more loads can be processed in a shorter time frame.
𝑁𝑢𝑚𝑏𝑒𝑟 𝑜𝑓 𝐿𝑜𝑎𝑑𝑠 𝐵𝑜𝑜𝑘𝑒𝑑 𝑊𝑖𝑡ℎ𝑖𝑛 2 ℎ𝑜𝑢𝑟𝑠
Load Booking Efficiency = x 100
𝑇𝑜𝑡𝑎𝑙 𝑁𝑢𝑚𝑏𝑒𝑟 𝑜𝑓 𝐿𝑜𝑎𝑑𝑠 𝐵𝑜𝑜𝑘𝑒𝑑
Example
45
If out of 50 total loads, 45 were booked within 2 hours, then the efficiency is ( 50) ×100 = 90
Data Source:
Booking records, TMS (Transport Management System), and customer communication logs.
Monthly.
2.4 Revenue Generated per Client

Definition:
This metric quantifies the average revenue an agent generates from each client they manage.
It offers insight into the value of each customer relationship and allows the company to
identify high-performing agents.
Target:
Aim for an average revenue of $1,500 per client each month.
Importance:
Ensuring a steady and healthy revenue from each client indicates balanced portfolio
management and ensures that the agent is maximizing opportunities.
𝑇𝑜𝑡𝑎𝑙 𝑅𝑒𝑣𝑒𝑛𝑢𝑒 𝑓𝑟𝑜𝑚 𝐴𝑔𝑒𝑛𝑡’𝑠 𝐶𝑙𝑖𝑒𝑛𝑡𝑠
Revenue Generated Per Client = 𝑇𝑜𝑡𝑎𝑙 𝑁𝑢𝑚𝑏𝑒𝑟 𝑜𝑓 𝐴𝑔𝑒𝑛𝑡 ′ 𝑠 𝐶𝑙𝑖𝑒𝑛𝑡𝑠
Example:
If an agent's 10 clients brought in a total of $15,000 in a month, then the revenue generated
per client is $1,500.
Data Source:
Sales and billing records, CRM system.
Monthly.
2.5 Customer Satisfaction Score (CSAT)

Definition:
This metric, often derived from surveys or direct feedback, gauges how content customers are with
the services they've received. A high CSAT is indicative of a company meeting or exceeding client
expectations.
Target:
Achieve a CSAT score of at least 8 out of 10.
Importance:
Satisfied customers are more likely to continue their business, provide referrals, and maintain
a positive brand image.
𝑆𝑢𝑚 𝑜𝑓 𝑎𝑙𝑙 𝑠𝑐𝑜𝑟𝑒𝑠
CSAT = 𝑁𝑢𝑚𝑏𝑒𝑟 𝑜𝑓 𝑟𝑒𝑠𝑝𝑜𝑛𝑑𝑒𝑛𝑡𝑠
Example:
If 5 clients gave scores of 7, 8, 8, 9, and 8, then the CSAT score is 405=8540=8.
Data Source:
Customer feedback forms, survey results, and direct client communication.
Monthly or after significant business transactions.
2.6 Time to Resolve Customer Issues

Definition:
This KPI tracks the average duration an agent takes to address and resolve customer queries
or complaints. It underscores the company's responsiveness and dedication to client
satisfaction.
Target:
Resolve 90% of customer issues within 24 hours.
Importance:
Timely resolution of issues prevents escalation, maintains customer trust, and promotes
loyalty.
𝑇𝑜𝑡𝑎𝑙 𝑇𝑖𝑚𝑒 𝑡𝑎𝑘𝑒𝑛 𝑡𝑜 𝑟𝑒𝑠𝑜𝑙𝑣𝑒 𝑎𝑙𝑙 𝑖𝑠𝑠𝑢𝑒𝑠
Average Time to Resolve = 𝑁𝑢𝑚𝑏𝑒𝑟 𝑜𝑓 𝑖𝑠𝑠𝑢𝑒𝑠
Example:
If 10 issues took a total of 220 hours to resolve, then the average time per issue is 22 hours.
Data Source:
Customer service logs, issue tracking systems.
Monthly.
2.7 Minimum Load Profit Margin
Definition:
This KPI measures the minimum profit margin an agent should maintain for each load they
handle. It ensures that each transaction remains profitable, considering all associated costs.
Target:
Maintain a minimum profit margin of 10% for each load.
Importance:
Maintaining a set profit margin ensures that the company remains financially healthy, can
reinvest in growth, and provide commissions to agents.
𝑅𝑒𝑣𝑒𝑛𝑢𝑒 𝑓𝑟𝑜𝑚 𝐿𝑜𝑎𝑑 − 𝐶𝑜𝑠𝑡 𝑡𝑜 𝐶𝑎𝑟𝑟𝑖𝑒𝑟
Minimum Load Profit Margin = ( ) ×100
𝑅𝑒𝑣𝑒𝑛𝑢𝑒 𝑓𝑟𝑜𝑚 𝐿𝑜𝑎𝑑
Example:
If a load is posted for $1,200 and is given to the carrier for $1,080, the profit margin is
1200−1080
( ) ×100= 10%.
1200
Data Source:
Financial and operational data regarding each load (likely from a TMS or internal system).
Monthly
3 Conclusion
In the evolving world of logistics and transportation, quantifiable metrics play an integral role
in ensuring we not only meet but exceed our performance expectations. The KPIs outlined in
this document serve as a roadmap to success, providing clear benchmarks for our Freight
Broker Agents to aspire towards. They are designed to be both challenging and achievable,
ensuring we continue to foster growth while upholding the highest standards of service.
It is imperative to remember that while numbers are essential, the essence of our business lies
in relationships – with our clients, carriers, and among our team. These KPIs are not just
targets but reflections of our commitment to those relationships. Through regular reviews and
constant feedback, we hope to continually refine and adapt these metrics, ensuring Central
Trucking Services LLC remains at the forefront of the freight brokering industry. We
encourage all agents to use these KPIs as a guide, working collaboratively and innovatively
to achieve and surpass them.

Agent Goals and KPIs v1.1

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Agent Goals and KPIs v1.1

Uploaded by

Copyright:

Available Formats

Contents

2 Key Performance Indicators (KPIs)

2.2 Customer Retention Rate (CRT)

2.3 Load Booking Efficiency

2.4 Revenue Generated per Client

2.5 Customer Satisfaction Score (CSAT)

2.6 Time to Resolve Customer Issues

You might also like