PRESELECT CRITERIA AND QUALIFIER:
Preselect is a point based process -- agents earn one point when meeting each of the metric thresholds (below)
Agent is bumped down one category if Commitment Adherence is below 75.00%
Agent is bumped down one category if CSAT top box is below 88%
Customer Satisfaction 5-Star Rating >= 90.00%
Average Handle Time (Range in seconds) 300 - 390
Email Capture >=85.00%
Commitment Adherence >=90.00%
LEVELS BY TOTAL POINTS:
POINTS EARNED CATEGORY
0 - 1 Bronze
*Certification gate applies in Blended/Apply and week 1 of Production
*General category - contact Client Results for details
PRESELECT CREATION AND RELEASE SCHEDULE:
Preselect is calculated weekly, based on the performance metrics from the prior two weeks.
The category achieved is updated every Wednesday, prior to release of future weeks' schedules (Thursday/Friday)
Each week is a new opportunity for you to qualify for a higher category.
Initial and Max caps vary based on client capacity requirements.
A higher Preselect category provides higher Initial and Max caps for you.
Agents found to have phone features or manipulating email capture will be placed in the General category pending SOW termination.