METRICS - TRANSURBAN US

METRICS SHOULD BE 100%

• 25 % AHT

• 20% QA = 2 days to dispute

• 20% PCS

• 20% CSAT

• 15% AWS

• 5 STAR = ₱5K INCENTIVE = 407.41/SCORE NEEDED = 108.00% / PTG percent to goal

• 4 STAR = ₱3K INCENTIVE= 415.09/SCORE NEEDED = 106.00% /PTG percent to goal

• 3 STAR = ₱1.5K INCENTIVE= 431.37/SCORE NEEDED = 102.00% /PTG percent to goal

AHT = 25% (TALK TIME + HOLD TIME + ACW after call work/TCA total call answered = AHT)

• THE SHORTER THE BETTER = 7 MINUTES OR LOWER
• AVOID 9 SECONDS DEAD AIR

QA = 20%

• 8 AUDITS PER MONTH
• 2 AUDITS PER WEEK
• 1 REGULAR AUDIT
• 2 CLOSE LOOP

PCS/pre court settlement = 20%

• ACCURATE COURT PROCESS
• HIT OR MISS
• ACCOUNT# + COURT DATE + SUMMONS# + COUNTY - FFX/PWC

CSAT/customer satisfaction = 20%

AWS CALLOUT = 15%

• OB/over break
• LATE
• ABSENT

////////////////////////////////////////////////////////////////////////////////////// FCR - FIRST CALL RESOLUTION / 7 DAYS REPEAT CALL

AHT - AVERAGE HANDLED TIME

QA - QUALITY / FOLLOWING THE PROCESS

ATTENDANCE - RELIABILITY

CSAT - HOW WELL THE CALL WENT?

ADHERANCE - BREAKS/LUNCH/CLOCKIN/OUT ///////////////////////////////////////////////////////////////////////////////////// DMS - DISCIPLINARY ACTION ////////////////////////////////////////////////////////////////////////////////////

P.I.E - PERFORMANCE. IMAGE. EXPOSURE.