What is it?
Preselect is a process of assigning each Agent servicing Airbnb a category within Starmatic that will affect the Max Cap and have first dibs on intervals, and is based on Metrics in a 6-week rolling period.
How does it work?
Preselect works by looking at the past 6 weeks of performance for NPS, SPD & Commitment Adherence%, depending on how well a Call Center Agent does in each metric, they are assigned a "Point" the more points you have, the better your Max Cap and placement will be.
The categories are as follows:
· Platinum - Highest Max Cap & First dibs on intervals
· Gold - 2nd Highest Max Cap & Second dibs on intervals after Platinum has picked
· Silver - 3rd Highest Max Cap & can pick up intervals after Platinum and Gold Status
How do I get into Platinum?
Easy! Ensure that you are meeting at least the following:
Commitment Adherence >90%
**Remember these numbers are based off a rolling 6-week view, which is provided in Crowdhub every week and called "Airbnb MTD Scorecard", you may also reach out to your QAPF for additional information.
Q. What are the max caps for each category?
A. The max caps are based on the need from the client and are increased and decreased based on the need
Q. When does preselect happen?
A. Weekly, and is updated Tuesdays, pending any holidays
Please see below for the calculations used to determine Preselect:
*Max Caps may be changed based on business needs.
For More information, please visit Crowdhub, and review the post labeled “Airbnb - Preselect Information - 4.15.2019 Update*”