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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 MONTH60%4.8 HRS
3RD MONTH80%6.4 HRS
4TH MONTH - ONWARDS100%8 HRS

TASKS PER HOUR PER DAY

REQUEST FOR ASSISTANCE (CS, FB, VIBER, EMAIL)

 17 134

LOA ISSUANCE - CONSULTATION

 28 224

LOA ISSUANCE - PROCEDURES/ER

 11 90

DISCHARGE VERIFICATION

 11 90

IPD DISCHARGE

 2 16

IPD ADMISSION

 11 90

IPD VOC

 17 134

SCOREINTERPRETATION
98 TO 100Outstanding
91 TO 97Exceeds Expectations
85 TO 90Meets Expectations
79 TO 84Needs Improvement
BELOW 78Unacceptable
TIME SPENTPOINT DEDUCTION
7:01 - 10 minutes2
10:01 - 15 minutes4
15:01 - 20 mins6
20:01 and up10

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)

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