LL - Intro to KPIs

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


KPIs - Key Performance Indicators (KPIs)

  • What are KPIs? They are metrics - sort of like an agent grade card. 
  • Monitoring these things helps us identify our strengths and weaknesses.

What types of metrics do 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 have 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
Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.

Still need help? Contact Us Contact Us