Guest Care Agent & Team Expectations and Evaluations

1. Overview
2. Guest Care Agent Success – 4 Metrics for Agent Success  
3. Guest Care Team Success – 6 Metrics for Team Success  
4. Guest Care Agent Wage Increases 

1. Overview

In this article we will discuss the expectations for guest care agents and the team, how those expectations are rated and measured, and how this relates to your pay increase.  

2. Guest Care Agent Success – 4 Metrics for Agent Success

Guest Care Agent success is measured in four areas: 

Call Quality 

We aim to provide quality customer service that is friendly and accurate. Our goal is for average call quality ratings of 75% or higher. 

Calls-per-hour 

We seek to assist 8 guests each hour.  

Agent Utilization 

We aim to spend at least 40% of our shift interacting with and assisting our guests over the telephone. 

Attendance 

Reliable attendance helps us provide high quality, timely service. Low attendance reduces our service abilities.  

3. Guest Care Team Success – 6 Metrics for Team Success

The Guest Care team has six areas we measure for daily success. 

• 90% call answer ratio. 
• Tickle List daily call completion, Open order management (OOM) daily call completion. 
• Service Desk ticket completion (Open order management, delivery completion data, initial & follow-up contacts). 
• Completion of all Eva claims. 
• Emails for guest care and service. 
• Daily invoicing completed.   

1: 90% Daily Call Answer Ratio 

TDG’s telephone queue forwards calls to the next team for resolution when guests wait too long.   

2: Tickle List & Open Order Management Completion 

3: Completion of Service Desk Requests 

• Open Order Management (OOM) ticket 
• Delivery Completion Data (DCD) ticket 
• Initial ticket 
• Follow-up ticket.  

We must complete all Service Desk tickets to ensure we meet our guests’ and TDGs’ expectations. If we don’t complete this list daily, then guests could have a bad experience and cancel their sale or return their merchandise.  

Service Desk is located on TDG Connect > Logistics > Guest Care> Service Desk

4: Completion of All Eva Claims 

5: Emails for Guest Care and Service 

6: Daily Invoicing  

4. Guest Care Agent Wage Increases

Increases are based on a stepped wage increase model, driven by minimum requirements at employment duration intervals.  

Starting Wage: $16.00 per hour  

When do Wages Increase? 

Guest Care Agent wage increases have specific requirements. Agents who meet all the requirements may receive a wage increase after 6 or 12 months. This means team members could be making $17.00 per hour within 1 year of working with TDG. 

Wage evaluation meetings will be conducted in the first month after the bi-yearly evaluation timeline on: 

• January 1^st, for the period occurring from July 1^st to December 31^st. 
• July 1^st, for the period occurring from January 1^st to June 30^th. 

What are the Wage Increase Requirements?  

What are the KPI Requirements? 

Team Members are evaluated on four factors: 

• Call Quality: Measures how well an agent meets the standards expected for interacting with guests. It is based on the evaluation of a recorded or live call by an evaluator using a standardized checklist of expectations focused on both conversation and resolution. 
• Agent Utilization: Agent utilization is the amount of time an agent is taking care of guests, and resolving guests concerns. This includes both inbound and outbound calls. 
• Calls per hour: Calls per hour is the number of calls made and taken during a specific timeframe. 
• Attendance: 100% attendance on planned workdays. Planned workdays are days a team member has a scheduled shift. Qualified absences are per the employee policy manual (e.g., personal days). Exemptions require medical documentation.  

What Happens if I Don’t Meet the Requirements? 

• Maintain existing wage with extension of the time required to meet the minimum requirements 
• Wage is increase based on the direction of the TDG HR/Executive team on yearly increases. Note: once a team member has achieved the maximum stepped increase, annual increases are the basis for all future wage increases. 
• No wage increases until the next evaluation period. 

If expectations are not met over multiple quarters, management may take disciplinary action 

How do we Determine Call Quality? 

We use a form to rate call quality. This form is used by your team leader when conducting their bi-weekly call monitor. This form outlines TDGs standards and creates a standard method of performance measurement. You will be scored on your Communication skills, Resolution skills and System skills. Afterward, the team leader can add any comments pertaining to your strengths and improvement opportunities. We aim for a call quality rating of 75% or higher.

What is on the Form? 

Chat Call Quality Form