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NEW SCORECARD RUBRIC
VARIATION: The Average Hourly Difference between your scheduled Time and Logged in time. [(Scheduled Time – Logged-In Time)/Scheduled Time]
Exceeding: 0:03 – 0:00 = 15 Pts.
Target: 0:05 – 0:03:01 = 12 Pts.
Below: 0:05:01+ = 6 Pts.
AVAILABILITY: The Percentage of time spent Available for calls [Logged-In Time / Available Time]
Exceeding: 90% – 100% = 12 Pts.
Target: 85% – 89.99% = 9 Pts
Below: <84.99% = 3 Pts.
ACW (AFTER CALL WORK) TIME: The Amount of time spent in the Disposition phase of the call (Primarily effected by not dispositioning outbound calls)
Exceeding: 0:10 – 0:00 = 8 Pts.
Target: 0:20 – 0:10:01 = 6 Pts.
Below: 0:20:01+ = 2 Pts.
CALLS PER HOUR: The number of calls taken or made on average per logged in hour [Total Calls / Logged-In Time]
Exceeding: 12+ = 10 Pts.
Target: 10 – 11.99 = 8 Pts.
Below: <9.99 = 4 Pts.
INBOUND BOOKING RATE: Percentage of Inbound Calls Booked [Inbound Booked / Inbound Calls]
Exceeding: 37%+ = 15 Pts.
Target: 33% – 36.99% = 12 Pts.
Below: 0% – 32.99% = 6 Pts.
LSA INBOUND BOOKING RATE: Percentage of LSA Inbound Calls Booked [LSA Inbound Booked / LSA Inbound Calls]
Exceeding: 50%+ = 12 Pts.
Target: 40% – 49.99% = 9 Pts.
Below: 0% – 39.99% = 3 Pts.
OUTBOUND & CROSS-TRADE BOOKINGS: Total Number of Bookings either from on outbound call or as a Cross-Trade booking.
Exceeding: 6+ = 5 Pts.
Target: 3 – 5.99 = 3 Pts.
Below: 0 – 2.99 = 1 Pt.
CLUB MEMBERSHIP SALES: Total Number of Club Sales/Renewals
Exceeding: 2+ = 5 Pts.
Target: 1 – 1.99 = 3 Pts.
Below: 0 – 0.99 = 1 Pt.
WHIPPLE Club Membership – Elimination of the FREE club Drain Clearing.
As of 7/1/26 we will no longer be offering a “Free Easy Access Drain Clearing” for the Whipple Club Membership — This is ONLY applicable to NEW members starting on 7/1/26 — Existing Members up to 6/30/26 will be grandfathered in and still be given this benefit.
Reminders
ALL NEVADA CALLS ARE ANSWERED AS “LEGACY”
Please slow down and ensure the “BUSINESS UNIT” you are selecting matches the Location and Business for the Job being Booked.
“Duct Repair” does NOT get booked as a “Duct Cleaning” it should be booked as an HVAC Service Call.
Shout-Outs
JULIA had 19 Club Membership Sales/Renewals Last Week 😮