Base Hourly Rate: $ ______________, paid (weekly) as earned.
Hourly Rate Bonus (based on KPI performance):
Tier 1: Hourly Rate + $X
Meets the following criteria during the pay period:
Category | Metric | Standard | Actual Value |
Behavioral Performance | Avg outbound calls per day | 100 or greater |
|
Productivity % | 85% or greater |
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Average ready on outbound | 20 sec or less |
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Average wrap up on inbound | 45 sec or less |
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Average wrap up on outbound | 15 sec or less |
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Ignores | 1 or less daily |
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Results | Agent drop rate | Less than 8% |
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Appointment conversion rate on outbound contacts | 30% or greater |
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|
Tier 2: Hourly Rate + $Y
Meets the following criteria during the pay period:
Category | Metric | Standard | Actual Value |
Behavioral Performance | Avg outbound calls per day | 75 or greater |
|
Productivity % | 80% or greater |
|
|
Average ready on outbound | 30 sec or less |
|
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Average wrap up on inbound | 1 min or less |
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Average wrap up on outbound | 30 sec or less |
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|
| Ignores | 2 or less daily |
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Results | Agent drop rate | Less than 10% |
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Appointment conversion rate on outbound contacts | 25% or greater |
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Tier 3: Hourly Rate
Meets the following criteria during the pay period:
Category | Metric | Standard | Actual Value |
Behavioral Performance | Avg outbound calls per day | 50 or greater |
|
Productivity % | 70% or greater |
|
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Average ready on outbound | 1 min or less |
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Average wrap up on inbound | 2 min or less |
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Average wrap up on outbound | 1 min or less |
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Ignores | 3 or less daily |
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Results | Agent drop rate | Less than 12% |
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Appointment conversion rate on outbound contacts | 20% or greater |
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Specialty Call Bonus:
$0.25 per status check call that is properly dispositioned by representative.
$0.50 per special order parts call/ online appointment confirmation call that is properly dispositioned by representative
$1.00 per recall/ telematics/ declined service appointment booked by a representative.