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Incentive-Plan-M1_Agents (1)

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th
rd
M1: 27 December – 23 January
Incentive Scheme
Operations Customer Experts

KPIs Definition
Customer Satisfaction
CSAT
% of survey in which
customers answered with "Very Satisfied" or
"Slightly Satisfied" to
the question "How satisfied or dissatisfied are
you with the help provided for the issue?"
Non-Escalated Case Resolution Time
NE CRT SLA
% of Cases Non-Escalated to T2 Teams closed
within SLA.
CRT is the time from the case creation until last
interaction. If the automatic Pending Response
time is the last interaction of the case it is
purged from the calculation.
Response Received
Response
Received
SLA
% of Response Received (internal
or External) interactions actioned within
the SLAs.
Example: Agent closed 2 cases: Case A with 2
RR interactions, both within SLA and Case B
with 2 RR interactions, one within SLA and one
no. RR SLA will be 75%.
Backlog
Triage Time
Triage
Time SLA
Triage time is the time
difference between Case creation
and the
first attached escalation. Triage Time
SLA % is the % of triaged cases within
the SLA. Triage will only include chat.
Average Handle Time
AHT
Chat handle time in minutes.
With Asynch chat, the first
interaction in chat.
Initial Response Time
IRT SLA
% of Cases where the
first interaction
with customers is within SLA.
Backlog %
The total of cases
open for more than 24
hours divided for Average of Cases
Created in the last 7 days.
Assignable %
Assignable %
% of time spent
on Assignable
Status: Available,
Chat, Email.
Readiness %
Ready Time
Readiness is the time agents spend
on productive status - Available,
Chat, ACW, Email, Email Backlog and
Outbound Call - divided
by confirmed TPA Worked hours
(without Trainings).

3.

Keep in mind…
Bonus will be weighted based on the number of cases/surveys Hiva and Non Hiva Closed. Ex. 80% of cases you closed are HIVA,
80% of your bonus will be calculated using HIVA formulas
The project is implementing a cap not only on individual incentives but also on the overall incentive budget. Should our total
incentive expenditures exceed the allocated budget, adjustments will be made proportionally based on the delta and the
relative weight each incentive represents.
Bonus will be prorated based on worked hours (this will include all except vacations, leaves and absenteeism). Using the
example of November:
November has 20 working days. As each agent must work for 8 hours per day (including not ready time), each agent
should do 160 hours.
If an agent A, worked for 10 days and was absent for the remaining days (it can be holidays, sick or any other leave),
what would be their incentive considering they are an SBG agent and achieved all KPIs?
o
o
o
First, we start by calculating the bonus based on the KPI achievement. Let's consider the Agent A is an SBG agent and
achieved all KPIs. Therefore, they should receive 300€.
Secondly, we calculate the prorate % based on the worked days. If agent A worked for 10 full days, they have 80 hours
in a month. Therefore the % of prorating is 50%.
Lastly, we multiply the incentive and the prorate % to get to 150€. This would be the total amount that Agent A
would receive in their payslip.

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