LL - Intro to KPIs

Video Intro (20 mins) : https://www.loom.com/share/5eaf75dcd1704bb2bd2aa2128c1b89d9?sid=fae4d9bd-382e-4941-8dac-f1aff47da6b1

KPI’s - key performance indicators (KPIs)

What are KPIs? They are metrics - sort of like an agent grade card.

Monitoring these things help us identify our strengths and weaknesses.

What types of metrics we monitor?

Happiness Score - this is CSAT / every email gets a survey>85%

QA, First Contact Resolution, and Wow >85%

We also look at:

Schedule adherence, meeting attendance, coaching, and training.
Call and Email volume as well as missed calls are also considered
How many replies you sent
How many replies you resolved
Average Handle Time
Phone received, answered, placed, unanswered, Avg handle time

Required percentage: Every team member will be required to maintain a 90-day average KPI/QA score of at least 85% for Happiness/CSAT, PHONE QA, EMAIL QA, CHAT QA, and Wowing.

Leaders / Bonuses

We offer monthly bonuses for top performers!

For those who struggle:

Coaching with your manager

Extra Training

Extra QA’s

BootCamp