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Absenteeism: Agent absenteeism (sickness and unplanned absence) is the extent to which agents

have any unscheduled absences.


exceeds expectations =<3%
Meets expectations =<4%
needs improvement =<5%
control your team to assure no absence and sickness for lack of motivation
have a relationship with your team that allows you to identify gaps of motivation and personal issues
that could cause unnecessary sickness or other unplanned absence, make sure all absence
(holiday, sickness etc) is properly noted and discussed with Intraday
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Performance Expectation:
CRR target following the 1&1 targets,
CRR target at 87% as of July, potential increase later the in the year
Rating: (your team)
2/6 month < 85% = not acceptable
3/6 month < 87% = needs improvement
4/6 month =>87% = meets expectations
3/6 month > 88.5% = exceeds expectations

small amount of surveys, increasing CRR target on a monthly base, potential increasing team size =
new agents joining team, existing agents need to be on a level above the target,
Key Actions:
make sure agents understand the need to follow all guidelines during the PEP-sessions, review
agents performance on a regular base, align with the QA and assure that all necessary knowledgecoaching's are delivered, it is your responsibility that the QA-team should deliver these coaching's in
the amount that your agents needs (regardless how often it was done before)
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Performance Expectation:
PRQ target following the 1&1 targets,
PRQ target at the moment on 18%
Rating:
2/6 month > 1.6 = needs improvement
5/6 month =<1.6 = meets expectations
3/6 month < 1.4 = exceeds expectations
review all surveys, review reasons for low QFB-scores, compare finding with your observations on
the floor,
make sure agents understand the need to follow all guidelines during the PEP-sessions, review
agents performance on a regular base, align with the QA and assure that all necessary knowledgecoaching's are delivered, it is your responsibility that the QA-team should deliver these coaching's in
the amount that your agents needs (regardless how often it was done before)
7,5

2.4
Performance Expectation:
SGL target following the 1&1 targets,
SGL target at the moment on >95%, internal target >85%
Rating: (your team)
3/6 month < 85% = needs improvement
4/6 month > 85% = meets expectations
3/6 month > 90% = exceeds expectations

Key Challenges:
review all "Schaltschrnke" conduct your own TM, review cases to understand where are the
challenges, repeat the required coaching's as long as needed

Key Actions:
make sure agents understand the need to follow all guidelines during the PEP-sessions, review
agents performance on a regular base, align with the QA and assure that all necessary knowledgecoaching's are delivered, it is your responsibility that the QA-team should deliver these coaching's in
the amount that your agents needs (regardless how often it was done before)

7,5

Performance Expectation:
QuMO target following the 1&1 targets,
QuMo target at the moment on >50%, internal target >75%

Rating:
1/6 month < 50% = needs improvement
6/6 month > 50% = meets expectations
4/6 month > 75% = exceeds expectations
review QuMO-results, identify if it is an motivational issue or knowledge gap, conduct regular TM
(silent and side-by-side), review all QuMO

make sure agents understand the need to follow all guidelines during the PEP-sessions, review
agents performance on a regular base, align with the QA and assure that all necessary knowledgecoaching's are delivered, it is your responsibility that the QA-team should deliver these coaching's in
the amount that your agents needs (regardless how often it was done before)
7,5

Performance Expectation:
"Mehrfachkontakte" = new 1&1 KPI, target not defined at the moment

as soon the KPI and target is defined work with the trainings department, QA and your team to assure we archive
target from the start

understand the impact and the aim of the target, PE your team so they understand the procedures
and follow them to archive target from the start
2,5

QFB-return rate, amount of QFB an agent received back compared with the amount of call
targets (internal) (your team)
4.5% = exceeds
3.25% - 4.5% = meets
2.75% - 3.25% = needs improvement
high amount of surveys (QFB) in generally makes it easier to judge agent performance, beside that
an high amount of surveys gives a better chance to archive and good results on customer
satisfaction as a small amount, keep in mind: a dissatisfied customer is more likely to return the
survey as a satisfied one,
understand why an agent cant and wont ask in every call for a survey, find ways that your agents feel
comfortable to ask for, make sure they understand the importance and impact of surveys
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100% usage of German language


all PEP, coaching's, floor support, questions by whoever to be answered in German
German is the only language to be used in all 1&1 related communication, verbal, email etc.
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Coaching activities are designed to guide and improve the performance of direct reports and include
PEP Sessions (weekly, top performer bi-weekly, Quality Monitoring (1xTM per agent). The
expectation is that each Agent shall receive one PEP and one monitoring/feedback per week.
target:
> 95% = exceeds
90 - 95% = meets
85 - 90% = needs improvement
Describe any challenges, obstacles or opportunities that will need to be managed in accomplishing
the performance expectation, discus performance issues,

Describe key actions participants will take to improve the performance of this metric to meet or
exceed the target, or that may be involved in addressing the factors identified in the Key Challenges,
have an up to date development plan for all agents available and make sure the agent is aware of it,
makle sure you follow up with request send to agent from you and also from agent send to you
12,5

pro active support of the management team, deliver insights in challenges that you are recognizing
during coaching's and talks with the team members, suggest improvement, follow up an request from
TL and/or management on time
understand the challenges agents facing, what can be done to ease the agents life
suggest improvements, ideas, new procedures to archive agents capabilities to deliver results that
are above/below the targets set by 1&1 and/or management
5

QFB target following the 1&1 targets,


QFB target at the moment on 1.6
Rating:
2/6 month > 1.6 = needs improvement
5/6 month =<1.6 = meets expectations
3/6 month < 1.4 = exceeds expectations

review all surveys, review reasons for low QFB-scores, compare finding with your observations on
the floor,
make sure agents understand the need to follow all guidelines during the PEP-sessions, review
agents performance on a regular base, align with the QA and assure that all necessary knowledgecoaching's are delivered, it is your responsibility that the QA-team should deliver these coaching's in
the amount that your agents needs (regardless how often it was done before)
7,5

create and deliver the requested performance reports to your team (daily, weekly, monthly)

Key Challenges:
gain all the data you need to inform your team about the daily, weekly and monthly performance, all
agents need to know what there performance was and we believe its also there right, also you show
a high level of control over what they have done or maybe not done
send out on a daily, weekly and monthly base the performance report for your team
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