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.