Performance Score Card - February - 2024

Associate Name TCS ID Role/Process

Gonzalez Mancilla, Eduardo 2670160 VOICE
Supervisor
Morales Guajardo, Arafat
Score 2.55

Your performance score for this month is : 2.55

Disciplinary Actions YES

Please see the breakdown on the table below:

Metric Description Value Score Weight

Metric 1 Quality Score of evaluated calls
SM1 Quality Average of all the QC done by QCers and Supervisors
95.52% 5 15%
Metric 2 Number of Unscheduled Leaves
SM2 Absenteeism Total number of leaves without authorization
1.0 2 15%
Metric 3 Number of Lates
SM3 Lates Total number of system lates without justification.
13 1 10%
Metric 4 CCC Calls Average Handle Time 503.706666666667 sec
SM4 CCC AHT Average of Talk Time and Hold Time. 08:24
1 20%
Metric 6 Average Scores on Satisfaction Survey
SM6 C-SAT Average of all Survey scores using 4 and 5 as 100%
93.43% 4 20%
Metric 7 Average adherence of the month
SM7 Schedule Adherence Average of daily Adherence.
90.02% 2 10%
Metric 8 Average Transfer rate
SM8 Transfer Rate Total calls transferred by total calls handled.
7.96% 2 10%

Total Weight 100%

 Performance Score Card - February - 2024

Associate Name TCS ID Role/Process

Gonzalez Mancilla, Eduardo 2670160 VOICE
Supervisor
Morales Guajardo, Arafat
Score 2.55

Below you will find the Metrics Criteria followed:

Metric 1 2 3 4 5
Quality < 0.88 89% 90% 92% 94%
1 2 5
Absenteeism > 1+ 1 0
1 2 3 5
Lates > 2+ 2 1 0
1 2 3 4 5
CCC AHT > 385+ 385 375 370 365
1 2 3 4 5
C-SAT < 87%- 87% 87% 91% 95%
1 2 3 4 5
Schedule Adherence < 90%- 90% 92% 94% 96%
1 2 3 4 5
Transfer Rate > 9% 8% 7% 6% 5%

Significantly Exceeds Expectations 5

Exceeds Expectations 4
Meets Expectations 3
Below Expectations 2
Action Plan Required 1