Concierge KPI Meeting for aldo-expensify #6
Description
👋 @aldo-expensify it looks like @aldo-expensify had Concierge KPIs lower than the minimum. Please check for past misses, and discuss this with them to see how we can support them to get their habits back on track. If there is a pattern here, is it time to move on with added support through our performance improvement process?
In general:
If there is no pattern of missing these baselines, this is considered stage0 peer feedback
If there is a pattern of missing these baselines, you may need to recommend moving to a pre-PIP
Last week’s KPIs were:
- Average start speed: 899 seconds (Baseline less than 120 seconds)
- Average Handle Time (AHT): 911 minutes (Baseline less than 5 minutes)
- Action rate: 100.00% (Baseline more than 90%)
After you're done with your conversation, please post in the #leaders with a summary of how it went. Thanks for helping the team prioritise customers!
For more info about when these issues get created, check out this SO