TL - TM ScoreCard inbound bpo sector

TL-TM Conquest Scorecard
Category #	Category	Module	Measure	Calculation	Points	Total
1	Planning, Leadership & Culture	1.1 VIGs and Values	# of VIGs and Values deployed	Atleast 3 examples	100	300
		1.2 Culture	# of cultural elements deployed	Atleast 3 examples	100
		1.3 Planning, Leadership & Habits	# of Habits deployed	Atleast 3 examples	100
2	Processes	2.1 Transaction Monitoring	Calibration - Gage R & R score	Variance between the calls evaluated by TL/QA/Client	20	400
			Monitoring as per sampling	Ensure all agents are covered and there are no biases in the sampling	10
			Top 3 errors identified	Top 3 errors are identified for the team each month	15
			Top 3 errors actioned	Actions are planned to elimiate the errors identified	15
			Feedback on time %	Feedback on all monitors done is passed onto the team within 24 Hrs of the monitoring	10
			Team members moving in Repeat error classification - influx rate (%)	Number of team members making critical errors/ Total number of team members	15
			Team member moving out of Repeat error classification - outflux rate (%)	Number of team members moving out of critical errors./ Total numbe of team members making critical errors	15
		2.2 Real Time Management	Schedule adherence for his her / team	1- [(Non Adherent hrs) / (Scheduled time * total staff present during the month)]*100	75
			Average login hrs	Total log hrs delivered in month by a CSR / divided by total number of present shifts	25
		2.3 EU Privacy and Data Updates	On time updates	No of floor touch done on time / No of floor touch planned	30
			Updates accuracy	Total people audited, and passed those audit	30
			EU Privacy Audit score	total attributes to be scored on and total passed	40
		2.4 Floor Management	Floor management compliance score	TL is to do say 10 things daily, how many of those did he complete	100
3	People	3.1 Refresher / Development Training and Verifications	Top 3 areas for Refresher Training detected (Y/N)	Yes or No	30	400
			Refresher training calendar compliance	No of refresher trainings conducted on time / total refresher trainings planned	30
			% Score Improvement post Refresher Training	Before and After score	40
		3.2 Staff Performance Management	% Agent Performance Metrics met	Total no of agent who have achvd the SLAs as against how many we have	50
			Staff Performance calendar compliance	No of staff given performance feedback / Total number of staff	50
			Staff Performance Action Closure compliance	No of action items successfully closed /Total action items	50
		3.3 Engagement, Communication & Feedback	On time - floor touch	No of floor touch done on time / No of floor touch planned	75
			On time - floor issue resolution	No of issues resolved on time / Total number of issues	75
4	Improvement	4.1 Process Control	Bond for AHT/APT	Std Dev of the entire population *** / 1/6th of the average of the entire population ***	40	200
			Bond for Quality / Csat	Std Dev of the entire population *** / 1/6th of the average of the entire population ***	60
		4.2 Process Improvement	% 'Neither Meeting Nor Improving' RCAed	Yes or No	50
			% 'Neither Meeting Nor Improving' Actioned	Yes or No	50
5	Performance	5.2 EU Sat and Dissat	End User Satisfaction	% "Yes" responses from the SMS based CSAT Survey	30	700
			End User Dis-satisfaction	(1- CSAT%)	30
			Surrogate End User Satisfaction	% "Yes" responses from the CSAT measurement done internally	20
			Surrogate End User dis-satisfaction	(1-Surrogate CSAT%)	20
			On time - for complaint response	How many responded in the TAT	10
			On time - for complaint resolve	How many resolved in the TAT	15
		5.3 Achieving Results - SLAs and OLAs	Critical error accuracy - end user affecting	Total defect calls resulting in Customer impact/Total Calls monitored (expressed as %)	450
			Critical error accuracy - business affecting	Total defect calls resulting in Business impact/Total Calls monitored (expressed as %)
			Non critical error accuracy	Total Non-Critical Defects/ (Transactions Monitored * Opportunities for Non- Fatal errors per Transaction) *100
			First Call/Transaction Right	No. of calls on which resolution was given on first call itself / Total calls answered
			Average Handle Time	(Total Talk Time + Total After Call Work Time + Total ACD Hold Time) / Total calls handled
			Average Processing Time
			Break Aux % Vis a vis absolute	Break Aux time / (Total Aux time(all auxes combined including breaks/training/coaching/floor walk/other aux)/Staffed time)
			Coaching Aux % Vis a vis absolute	Coaching Aux time / (Total Aux time(all auxes combined including breaks/training/coaching/floor walk/other aux)/Staffed time)
			CSR utilization	(Talk Time+Hold Time+Wrap Time+Avail Time)/Actual Staffed time
			Average Hold time	Total Hold Time / Total Calls Answered
			Average ACW time	Total ACW Time / Total Calls Answered
			Contact Rate	Total Contacts / Total Connects
			Right Party Contact Rate	Right Party Contacts / Total Contacts
			Conversion Rate	Total conversion or promises to pay / Right Party Contacts
			Kept Rate	Total kept promises to pay / Total promises to pay
			$ Collected or Sales / Hour	Total $ collected or Sales made / Total logged in hours
		5.4 Staff Attrition and Absenteeism	Retention / Attrition for the team	Total external exits for the month/((Opening Headcount+Closing Headcount)/2) * 12	40
			Unscheduled Absenteeism for team	Leaves post release of locked schedule/Total Scheduled Agents	25
			Scheduled leaves for team	Sched Leaves / (Scheduled Headcount + Sched Leaves)	15
			EWS - detect %	No of Reds detected / Total Attrition	25
			EWS - save %	No of Reds saved / Total Reds identified	20
Total					2000	2000