SaFi Bank Space : Collections Operator/Specialist.

The section is for Collections operators and the key items which will be the basis of their performance measurement for appraisals and measures of performance.

As Operators they are the front liners of the business and are in direct contact with our customers.

Their Key performance indicators are a direct product of their action.

2 segments comprises the KPI of operators

Disipline
- Mandatory/Regulatory
- Standard for operations
Skill
- Is developed and achieved thru training and coaching
- Improved thru constant practice and skill development thru coaching.

KPI of Specialist/ Operator shall composed of the segment Discipline and Skill;

KPI Segment	Weight	Notes
Disipline	30%
Skill	70%

Discipline Metric (Collections Outbound)

Metric	Weight	Definition	Note
Utilization	30%	-% of time spent calling or on ready for calling. (Time on phones)	-Best practice suggest that 80% utilization should be the minimum time spent on phone by a representative. -On a 7.5 hr day that is about 6 hrs phone time or
QA	40%	Regulatory QA Following Regularoty policies Following call flow Following negotiation structure Adherence to Collections COC.
Average talk time	10%	Defined as the amount of time a collections operator spends in a collections call conversation	Call management is needed for Outbound. Ranges will be per bucket Pre-Call C1 -2.5 to 3.5 ave C2 - 3.5 - 5 C3- TBD
CSAT transfer	30%	Calls transferred to CSAT is mandatory per cal	Measured by the amount of calls divided by the actual transfer attempt.

Skill Metrics (Outbound Collections)

Metric		Definition	Notes
Individual CSAT Score	10%	The individual score a representative gets from the CSAT survey. From His qualified transfers.
PTP%	30%	Promises solicited thru client contact. Logic: *# of PTP/#of Contact	Subject to contact rules on promises. -Upon client contact promises can be taken up to 5 days upon client contact.
Kept%	30%	*Fulfilled promises	Subject to logic: -PTP date + 1
Resolution rate	30%	Percentage of Collected accounts improving to at least 1 bucket.	Main goal of collections is to make sure client is back to current and is in good credit standing. Resolution is by means an important metric to make sure we are assisting our clients moving forward.

Ranges (Outbound)

*Null Conditions in the individual CSAT score happens;

If the call was transferred and the customer was not able to fulfill the survey.

Discipline Metric (Collections Inbound)

Metric	Weight	Definition	Note
Calls answered (within SLA)	20%	Average no. of calls answered within SLA	-As per the promise calls should be answered within a 20sec time period.
AHT-Average handling time	20%	-The average time an operator is able to start and finish a call within a set standard.	*Average handling time should be between 2.5mins to 3mins.
CSAT Survey Transfer	20%	Calls transferred to CSAT is mandatory per cal	Measured by the amount of calls divided by the actual transfer attempt.
QA	40%	Regulatory QA Following Regulatory policies Following call flow Following negotiation structure Adherence to Collections COC.

Skill (inbound Collections)

Metric		Definition	Notes
Individual CSAT Score	20%	-The average time an operator is able to start and finish a call within a set standard.	*Average handling time should be between 2.5mins to 3mins.
PTP%	30%	Promises solicited thru client contact. Logic: #of Contact/# of PTP	Subject to contact rules on promises. -Upon client contact promises can be taken up to 5 days upon client contact.
Kept%	30%	*Fulfilled promises	Subject to logic: -PTP date + 1
Resolution rate	20%	Percentage of Collected accounts improving to at least 1 bucket.	Main goal of collections is to make sure client is back to current and is in good credit standing. Resolution is by means an important metric to make sure we are assisting our clients moving forward.

Ranges (Inbound)

*Null Conditions in the individual CSAT score happens;

If the call was transferred and the customer was not able to fulfill the survey.

**Ranges can be adjusted based on business requirements.

Attendance qualifier.

A representative shall be provided leave credits and usage of leave credits shall not impact the ability of the individual to partake of the incentives provided by collections provided that the leaves taken are scheduled or authorized leaves.

See below qualified percentage of days out;

Days out
Max 3	100%
>4 to 6	70%
>7 to 10	40%
>10 to 12	20%
>12	0%

KPI Template for Voice Operator

SaFi Bank Space : Collections Operator/Specialist.

Ranges (Outbound)

Ranges (Inbound)

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