Customer Support Metric Expectations

Audience: Internal

The short answer: Your overall performance score is a blend of six metrics — QA, QC, CSAT, Chat First Response, Talk Wrap Time, and Adherence — each weighted at 20%, and consistently missing targets can lead to a development plan.

Performance Tiers by Metric

Use this table to see where your numbers fall for each metric.

Tier
Chat First Reply
Talk Wrap
Adherence
CSAT
QA
QC
5 – New Standard Setting
< 10s
< 5s
> 91%
4.5 – 5
100%
≥ 93%
4 – Exceeding Expectations
≤ 15s
5 – 9s
89 – 91%
4.25 – 4.49
97 – 99%
≥ 89%
3 – Meeting Expectations
≤ 25s
10 – 29s
88%
4.0 – 4.24
92 – 96%
≥ 85%
2 – Needs Improvement
≤ 45s
30s – 60s
87%
3.0 – 3.99
85 – 91%
≥ 75%
1 – Unacceptable Performance
≥ 45s
> 60s
< 87%
< 3.00
< 85%
< 75%

How Your Overall Score Is Calculated

Your overall score is a blend of the following, each weighted at 20%:

  • QA Score — Quality Assurance evaluation score.
  • QC Score — Quality Control evaluation score. For SST Associates, QA and QC are each weighted at 10% instead of 20% each.
  • CSAT Score — Customer satisfaction rating. Review your CSATs daily in Stella.
  • Chat First Response — Response time once you receive a chat.
  • Talk Wrap Time — Time it takes to wrap a call ticket after completing an interaction.
  • Adherence — Being where you're scheduled to be, when you're expected to be.

Additional Standards

AHT (Phone and Chat)

Time spent to finalize a contact: less than 15 minutes on chats, less than 10 minutes on phone.

Missed Calls

5 or fewer per month. Each missed call must have an email sent to your manager per the Phone SOP.

What Happens If You Don't Meet Expectations

Failing to meet expectations in the categories above results in additional coaching, which may include a development plan (dev plan).

2 Consecutive Months Off-Target

Not meeting expectations in an individual metric or your overall score for 2 consecutive months triggers a 30-day development plan, with weekly check-ins and an end-of-plan review. Your Leader will provide hands-on coaching and make sure you have the resources and skills needed to succeed.

No Improvement After Dev Plan

Additional performance management follows, in order: a 30-day performance review, then an Improvement Plan (PIP). Continued sustained negative performance may be subject to employment review.

Summary Checklist

  • I know which tier my Chat First Reply, Talk Wrap, and Adherence numbers fall into.
  • I know which tier my CSAT, QA, and QC scores fall into.
  • I understand how the 20% weighting adds up to my overall score.
  • I know what a development plan involves and when it's triggered.
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Still unsure? Reach out to your Team Lead or Manager to talk through your metrics or coaching plan.

Updated

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