50-50

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Hi there. It's 1:14PM of 11/24/2023 here in the Philippines as of this writing. Honestly, I don't how to start this discussion. My current job right now as a Technical Support Representative of a Telco account here is currently at risk. To give you a heads up. We have different score cards here. 1. Customer Satisfaction = 92% 2. Sales = $26/customer 3. Technician Dispatch (less number of score, much better) = 14% 4. 3DR (Customer should not contact within 3-days) = 80.5% 5. Tech See (Tool to used to troubleshoot with the customer using their mobile camera). = 40% I have no issue with customer satisfaction because as of this writing, I'm at 100%. For the sales, each of the agent should have to close a sale of $26 per customer. However, if you can't do that, you should close a big sale for other customers. For example, you don't have a closed sales for 4 customers however, for your 5th customer you closed $130. That will be considered as good because $130 divided by $5 is equivalent to $26. I have no issue with Technician dispatch to have 14% because I do have 8.98%. The lower percentage, the best score it is. And for the 3DR, this is the biggest risk in my score card. As of now, My monthly 3DR is only 73%. Passing rate should be 80.5%. If I'll fail at the end of December 15th. That will be the end of the story. I'm doing all my best, however, majority of my customers responding within the day to ask another question of the same topic during my assistance to them or ask a different topic in which affected my 3DR score. Historically, my September score for 3DR was 74%, then October was 77% and now November (as of November 20th) is 73%. Praying for a good outcome for this.