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    Customer Service Executive Performance Score Card: March - December, 2015

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    Haslinda
    This document is a performance scorecard for Haslinda Binti Abdullah from March to December 2015. It outlines 6 key performance indicators including customer complaints, daily enquiries, and report submissions. It shows her targets and achievement percentages for each month. Her overall performance score is also calculated based on the number of points earned from meeting targets.

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    Customer Service Executive Performance Score Card: March - December, 2015

    Uploaded by

    Haslinda
    13 views5 pages
    This document is a performance scorecard for Haslinda Binti Abdullah from March to December 2015. It outlines 6 key performance indicators including customer complaints, daily enquiries, and report submissions. It shows her targets and achievement percentages for each month. Her overall performance score is also calculated based on the number of points earned from meeting targets.

    Original Title

    KPI-HASLINDA 2015

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    This document is a performance scorecard for Haslinda Binti Abdullah from March to December 2015. It outlines 6 key performance indicators including customer complaints, daily enquiries, and report submissions. It shows her targets and achievement percentages for each month. Her overall performance score is also calculated based on the number of points earned from meeting targets.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Download as xlsx, pdf, or txt
    13 views5 pages

    Customer Service Executive Performance Score Card: March - December, 2015

    Uploaded by

    Haslinda
    This document is a performance scorecard for Haslinda Binti Abdullah from March to December 2015. It outlines 6 key performance indicators including customer complaints, daily enquiries, and report submissions. It shows her targets and achievement percentages for each month. Her overall performance score is also calculated based on the number of points earned from meeting targets.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Download as xlsx, pdf, or txt
    of 5

    Customer Service Executive Performance Score Card: March - December , 2015

    Name Haslinda Binti Abdullah Nick Name

    Target
    No. Key Performance Indicator (KPI) Dead-line

    1 Customer Complaint (major)


    Daily
    2 Customer Complaint (minor)
    Daily
    3 Attend to daily enquiries Daily
    4 Enquiry daily report Daily
    Divert Call
    Hotline (divert & cancel)
    5 Hotline daily report & random check Daily
    report (Indonesia)

    6 Soft issues: Cooperation


    Initiative

    strength
    weaknesses

    Soft issue:

    Departments Complain
    1. Laboratory
    2. Finance & Admin
    3. Sales
    4. HR
    5. Marketing Department
    6. Customer

    Soft Issue

    Customer Complaint/NCR -20


    Activity/Initiative +8

    Days

    solve within 3 working


    1. Customer Complaint (major)
    days
    >4
    >5
    >6
    solve within 1 working
    2. Customer Complaint (minor)
    day
    >2
    >3

    3. Attend to daily enquiries Daily by 1st call

    4. Enquiry Daily Reports Daily


    2nd day
    >2nd day

    5. Divert Call
    Hotline (divert & cancel)
    Hotline daily report & random check Daily
    report (Indonesia)

    missed once
    e Score Card: March - December , 2015 Joined date: 16 February 2015

    Haslinda

    Target M
    Ach. % Feb March April May June
    % % % %
    Solve the issues within 3
    20 10 10 15 15
    working days
    Solve the issues within 1
    20 15 15 20 20
    working day
    1st call 15 15 15 15 15
    15 10 15 15 15

    10 10 10 10 10

    20 17 17 17 17

    100 NA 77 82 92 92

    63/75X20=16.80
    Deduction =
    Initiative =

    Per Customer
    Per issue Assist other Department

    Point Submit To

    20 Sutha
    15
    10
    0
    20 Sutha
    15
    0

    15

    15 Sutha
    10
    0

    10 Sutha

    0
    Month
    July August September October November December
    % % % % % %
    20 15 15 20 15 20

    20 20 20 20 20 20
    15 15 15 15 15 15
    15 15 15 15 15 15

    10 10 10 10 10 10

    17 17 17 17 17 17

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