KPI Targets
Your performance is measured against these key performance indicators (KPIs). These metrics are reviewed weekly and discussed in 1-on-1 sessions monthly.
Core Metrics
Call Handling
| Metric | Target | How It Is Measured |
|---|---|---|
| Average handle time | Under 5 minutes | Total call time / number of calls |
| First call resolution | Over 80% | Issues resolved without callback or escalation |
| Calls per hour | 8-12 calls/hr | Total calls / shift hours (excludes breaks) |
| Hold time | Under 30 seconds | Average time customer is on hold during a call |
| After-call work | Under 2 minutes | Time to complete notes and actions after hanging up |
Customer Satisfaction
| Metric | Target | How It Is Measured |
|---|---|---|
| Post-call CSAT | 4.5+ out of 5 | Customer survey after call |
| Complaint rate | Under 2% | Complaints about VA handling / total calls |
| Escalation rate | Under 10% | Calls escalated / total calls |
| Callback rate | Under 15% | Calls requiring a return call / total calls |
Productivity
| Metric | Target | How It Is Measured |
|---|---|---|
| Shift adherence | 95%+ | Time available to take calls / scheduled shift time |
| Bookings created | 5+ per shift | New bookings entered during shift |
| Leads converted | 2+ per week | Leads moved to "Won" stage through your outbound efforts |
| Tickets resolved | 90%+ same-day | Tickets you created that are resolved within the same business day |
How to Improve
Average Handle Time Too High
- Familiarize yourself with common scenarios so you spend less time looking things up
- Use the CRM search effectively (search by email, not name — faster and more accurate)
- Have common responses ready (cancellation policy, business hours, etc.)
- If a call is complex, offer to research and callback rather than keeping the customer on hold
First Call Resolution Too Low
- Learn the boundaries of your authority (what you can resolve without escalation)
- Take thorough notes during the call so you do not need to call back for forgotten details
- Use the knowledge base (this playbook) to find answers during the call
- When unsure, check with a colleague via chat before escalating
Customer Satisfaction Below Target
- Focus on empathy — customers want to feel heard before they want a solution
- Use the customer's name 2-3 times during the call
- Summarize the resolution clearly before ending the call
- Follow up proactively on open issues — do not wait for the customer to call back
Shift Adherence Below Target
- Minimize time between calls (after-call work should be quick)
- Take breaks at scheduled times, not ad-hoc
- Stay logged into the phone system — away statuses count against adherence
- If you need to step away unexpectedly, communicate in the team channel
Performance Reviews
- Weekly: Metrics are posted in the team channel every Monday
- Monthly: 1-on-1 with your manager to discuss trends, challenges, and growth areas
- Quarterly: Formal performance review with goal setting for the next quarter
Consistently meeting or exceeding KPIs qualifies you for performance bonuses and advancement opportunities.
On this page