ATTACHMENT_F_-_PERFORMANCE_MEASURES_FOR_FESD_(Customer_Service_Representatives).pdf

CSR Performance Measures As of 4/21/2015

Week 1 Week 2 Week 3 Week 4 Week 5 Month

Excellent Acceptable Unacceptable

100 minutes 120 minutes 140 minutes Phone Reports provided by customer

<:40 mm:ss 1:10 mm:ss >1:30 mm:ss Phone Reports provided by customer

0:30 h:mm 1:00 h:mm 1:30 h:mm Production Tracking

1:00 h:mm 2:00 h:mm 3:00 h:mm Production Tracking

Less than 30% decrease of agreed upon measure

Agreed Upon Measure

Greater than 30% increase of agreed upon measure

Production Tracking

Less than 30% decrease of agreed upon measure

Agreed Upon Measure

Greater than 30% increase of agreed upon measure

Production Tracking

Less than 30% decrease of agreed upon measure

Agreed Upon Measure

Greater than 30% increase of agreed upon measure

Production Tracking

Less than 30% decrease of agreed upon measure

Agreed Upon Measure

Greater than 30% increase of agreed upon measure

Production Tracking

Production Tracking

0-300 301-500 501-750 750 + Production Tracking

3 hours 4 hours 5 hours by noon next business day Production Tracking

PF 2.4 Imports Admin: Contractor shall provision one GCIII to complete all branch specific admin duties and assist in peak call volume times of the call center as needed.

Rolling Bay and ATF agree that all performance measures for Admin Projects will be mutually agreed upon in writing at the time of task assignment.

PF 1.3 Fax Queues: Contractor shall check and distribute faxes every 2 hours. (beginning at 7:00am)

Call Center Assignments

PF 2.1 FFLC Admin: Contractor shall provision one GCIII to complete all branch specific admin duties and assist in peak call volume times of call center as needed. Rolling Bay and ATF agree that all performance measures for Admin Projects will be mutually agreed upon in writing at the time of task assignment.

PF 2.2 FELC Admin: Contractor shall provision one GCIII to complete all branch specific admin duties and assist in peak call volume times of call center as needed. Rolling Bay and ATF agree that all performance measures for Admin Projects will be mutually agreed upon in writing at the time of task assignment.

PF 2.3 NFA Admin: Contractor shall provision one GCIII and 2 GCII to complete all branch specific admin duties and assist in peak call volume times of call center as needed. Rolling Bay and ATF agree that all performance measures for Admin Projects will be mutually agreed upon in writing at the time of task assignment.

It is mutually agreed upon that the three core tasks are 1. Receiving/Returning Phone Calls 2. Receiving/Returning Voice Mails 3. Receiving/Returning Faxes. Should an influx of any of those tasks take place, the contractor will cease any necessary administrative duties to ensure the three core tasks are completed in accordance with documented performance measures.

CSR Support

Method To Obtain Actual

Task

Actual

Responsible Person

PF 1.0 CSR Aux Time: Contractor shall maintain a daily average of 120 aux minutes per person (measured quarterly)

PF 1.1 CSR Time to Answer Speed: Contractor shall maintain an averaged call answer speed of 1:10 minutes (measured quarterly)

ADMIN

Assignments

PF 2.5 CSR Mail: Contractor shall deliver daily mail (averaged) within allocated time. (measured quarterly)

Total Mail Average Pieces / Average Time

PF 1.2 CSR Voice Mail: Contractor shall check voice mail queue and return calls at the top of every hour based off of EST (beginning at 8:00am) *No calls to other time zones will take place prior to 8:00am local time. **Variance may be required due to holidays and/or unexpected building closure.

G:\Contracts (Jim)\(NEW CONTRACT) Traces, Data Entry, Imaging, Indexing and Related Services\ATTACHMENT F ‐ PERFORMANCE MEASURES FOR FESD (CSR) 6/22/2015