PRODUCTIVITY METRICS AND REPORT
“The only thing that overcomes hard luck is hard work.”– Harry Golden
| EXPECTED OUTPUT PER MONTH: | % OF STANDARD HRS PER DAY: | HOURS TO BE PERFORMED PER DAY: |
| 1ST MONTH | 50% | 4 HRS |
| 2ND MONTH | 60% | 4.8 HRS |
| 3RD MONTH | 80% | 6.4 HRS |
| 4TH MONTH - ONWARDS | 100% | 8 HRS |
|
TASK |
CALL | VIBER/EMAIL/PROVIDER ACCESS/MOBILE APP/ DA |
| REQUEST FOR ASSISTANCE (CS, FB, VIBER, EMAIL) | 17 | 21 |
| LOA ISSUANCE - CONSULTATION | 28 | 35 |
| LOA ISSUANCE - PROCEDURE/ER | 11 | 20 |
| DISCHARGE VERIFICATION | 11 | 14 |
| IPD DISCHARGE | 2 | 2 |
| IPD ADMISSION | 11 | 14 |
| IPD VOC | 17 | 17 |
| Pre-Audit of Issued LOA | N/A | 20 |
| Post-Audit of Issued LOA | N/A | 20 |
| SCORE | INTERPRETATION |
| 98 TO 100 | Outstanding |
| 91 TO 97 | Exceeds Expectations |
| 85 TO 90 | Meets Expectations |
| 79 TO 84 | Needs Improvement |
| BELOW 78 | Unacceptable |
| TIME SPENT | POINT DEDUCTION |
| 7:01 - 10 minutes | 2 |
| 10:01 - 15 minutes | 4 |
| 15:01 - 20 mins | 6 |
| 20:01 and up | 10 |
| I. GREETING THE CUSTOMER: |
| 1. Did the Medical Officer introduce him/herself? (2) |
| 2. Did the Medical Officer ask the caller’s name? (2) |
| 3. Did the Medical Officer verbally offer assistance? e.g. “How may I assist you? (2) |
| II. KEY POINTS/PRODUCT KNOWLEDGE: |
| 4. Did the Medical Officer ask pertinent questions to accurately understand the concern and properly respond with accurate and up-to-date information? (10) |
| 5. Was the Medical Officer handling time appropriate for the type of call? (10) |
| 6. Did the Medical Officer listen with full attention, effectively address the caller's inquiries and concerns and was able to provide guidance with other issues presented? (10) |
| 7. Did the Medical Officer demonstrates a deep understanding of the products/services. (10) |
| III. CALL ETIQUETTE: |
| 8. Was the Medical Officer’s overall attitude positive and friendly? (10) |
| 9. Did the Medical Officer speak clearly and use proper language? (10) |
| 10. Did the Medical Officer handle the inconvenience properly? (10) |
| 11. Did the Medical Officer adhere to customer hold guidelines, listen to the response and thank the caller after? (10) |
| 12. Did the Medical Officer maintains a friendly and courteous tone? (10) |
| IV. ENDING THE CALL: |
| 13. Did the Medical Officer offer further assistance and thank the caller for calling? (2) |
| 14. Did the Medical Officer end the call on a positive note? (2) |