Milestone and KPI Tracking

This course, Milestone and KPI Tracking, outlines the critical procedures for monitoring agent performance, payments, and meeting statuses within the organization. It highlights the importance of accurately tracking booked meetings through a structured Google Form that automatically populates a centralized tracker. Agents, including milestones, part-timers, and full-timers, must submit every booking on the same day it’s made. Managers verify submissions daily, immediately addressing any missing entries.

The tracking sheet serves dual purposes: ensuring accurate milestone agent payments and providing data to calculate monthly performance scores. Payments occur twice monthly, typically around the 15th and 30th. Meetings tagged as “conducted” but not yet marked “paid” are reviewed and paid during these periods. Meetings canceled, rescheduled, or no-shows are distinctly tagged to prevent errors and overpayments. Duplicates arising from rescheduling must be carefully identified and marked to maintain accuracy.

Additionally, agents’ performance cards are generated from this sheet, which focuses on KPIs such as the number of meetings booked versus conducted and the volume of calls made compared to daily targets. While call quality was previously monitored, this metric is temporarily suspended due to resource limitations. Monthly targets vary depending on project volume and seasonal demand—typically 10 meetings per month for milestones and part-timers and 20 meetings for full-time agents—with incentives for exceeding targets.

The course emphasizes vigilant monitoring to identify patterns like frequent no-shows or cancellations, prompting deeper investigations into agent behavior and booking quality. Persistent issues can lead to agent dismissal. Ultimately, precise tracking and communication ensure accurate payments and meaningful performance evaluations.