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    2670160-Gonzalez Mancilla, Eduardo-February 2024

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    lalexapatricia
    The document provides a performance scorecard for an employee named Eduardo Gonzalez Mancilla for the month of February 2024. It includes metrics on call quality, absenteeism, lateness, call handle time, customer satisfaction surveys, schedule adherence, and call transfer rate. The employee's overall performance score for the month was 2.55.

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    2670160-Gonzalez Mancilla, Eduardo-February 2024

    Uploaded by

    lalexapatricia
    8 views2 pages
    The document provides a performance scorecard for an employee named Eduardo Gonzalez Mancilla for the month of February 2024. It includes metrics on call quality, absenteeism, lateness, call handle time, customer satisfaction surveys, schedule adherence, and call transfer rate. The employee's overall performance score for the month was 2.55.

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    2670160-Gonzalez_Mancilla,_Eduardo-February_2024

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    The document provides a performance scorecard for an employee named Eduardo Gonzalez Mancilla for the month of February 2024. It includes metrics on call quality, absenteeism, lateness, call handle time, customer satisfaction surveys, schedule adherence, and call transfer rate. The employee's overall performance score for the month was 2.55.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    8 views2 pages

    2670160-Gonzalez Mancilla, Eduardo-February 2024

    Uploaded by

    lalexapatricia
    The document provides a performance scorecard for an employee named Eduardo Gonzalez Mancilla for the month of February 2024. It includes metrics on call quality, absenteeism, lateness, call handle time, customer satisfaction surveys, schedule adherence, and call transfer rate. The employee's overall performance score for the month was 2.55.

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    © All Rights Reserved
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    Performance Score Card - February - 2024

    Associate Name TCS ID Role/Process


    Gonzalez Mancilla, Eduardo 2670160 VOICE
    Supervisor
    Morales Guajardo, Arafat
    Score 2.55

    Your performance score for this month is : 2.55


    Disciplinary Actions YES

    Please see the breakdown on the table below:

    Metric Description Value Score Weight


    Metric 1 Quality Score of evaluated calls
    SM1 Quality Average of all the QC done by QCers and Supervisors
    95.52% 5 15%
    Metric 2 Number of Unscheduled Leaves
    SM2 Absenteeism Total number of leaves without authorization
    1.0 2 15%
    Metric 3 Number of Lates
    SM3 Lates Total number of system lates without justification.
    13 1 10%
    Metric 4 CCC Calls Average Handle Time 503.706666666667 sec
    SM4 CCC AHT Average of Talk Time and Hold Time. 08:24
    1 20%
    Metric 6 Average Scores on Satisfaction Survey
    SM6 C-SAT Average of all Survey scores using 4 and 5 as 100%
    93.43% 4 20%
    Metric 7 Average adherence of the month
    SM7 Schedule Adherence Average of daily Adherence.
    90.02% 2 10%
    Metric 8 Average Transfer rate
    SM8 Transfer Rate Total calls transferred by total calls handled.
    7.96% 2 10%

    Total Weight 100%


    Performance Score Card - February - 2024

    Associate Name TCS ID Role/Process


    Gonzalez Mancilla, Eduardo 2670160 VOICE
    Supervisor
    Morales Guajardo, Arafat
    Score 2.55

    Below you will find the Metrics Criteria followed:

    Metric 1 2 3 4 5
    Quality < 0.88 89% 90% 92% 94%
    1 2 5
    Absenteeism > 1+ 1 0
    1 2 3 5
    Lates > 2+ 2 1 0
    1 2 3 4 5
    CCC AHT > 385+ 385 375 370 365
    1 2 3 4 5
    C-SAT < 87%- 87% 87% 91% 95%
    1 2 3 4 5
    Schedule Adherence < 90%- 90% 92% 94% 96%
    1 2 3 4 5
    Transfer Rate > 9% 8% 7% 6% 5%

    Significantly Exceeds Expectations 5


    Exceeds Expectations 4
    Meets Expectations 3
    Below Expectations 2
    Action Plan Required 1

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