Service Level Agreement or Achievement? Q1 just ended and your team’s overall performance was 63% of SLA achievement (the team should be at 90% or above for first response times and resolution times). As you look at individual performance, you see that 2 members of your team achieved 95% - 100% of SLAs in Q1, while 4 others averaged between 30% - 40%. You have some high performers, but the majority of your team is far from reaching our goals. To ensure that your team doesn’t repeat this performance in Q2, you need to take immediate action to identify the root cause and put a plan in place to ensure the team can meet or exceed 90% SLA achievement in Q2. Quantity + Quality = Winning Recipe You got the team back on track and now we are achieving our SLAs at 90% each month. But wait, now we are noticing another trend - our CSAT is down from 97% to 85%..and keeps dropping! Everyone our Customer Care team support has the opportunity to rate their customer care experience as “Good” or “Bad” and provide a comment as to why. The % of interactions rated “Good” makes up the CSAT percentage. For reference, our Customer Care team supports both our members (i.e., employees that work for our enterprise customers and meet with a BetterUp Coach on our platform), as well as our network of BetterUp Coaches that use the platform to connect with members. Put Me in Coach, I’m Ready to Play BetterUp is growing at a record pace and the Customer Care team continues to grow to support this growth. You continue to hire great talent, but personalities and previous experiences are starting to erode the BetterUp values and behaviors the team aligns with. You have received feedback from other Operations teams (specifically, Coach Operations and Deployment Management teams) that the Customer Care Associates they are working with aren’t collaborating in a way that is producing a constructive or productive partnership - they have been noticing a victim mindset on the team. You have also begun to notice that instead of being extreme owners, members of the team are blaming others for their errors and challenges - instead of being players. You run the risk of these poor behaviors on the team becoming a norm as new team members see the behavior and confuse it as acceptable.
