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    Self Evaluation FY21 Sarah

    Uploaded by

    Patrick Luk
    The document outlines Chan Yee Lan's performance targets and achievements for sales, service, and other metrics in fiscal year 2021. For sales, she exceeded her targets for auto debit signups, package upgrades, and UltraBox swaps, but fell below the target for BB conversions and Njoi to DTH activations. Her overall sales performance rating was in the meets expectations category. For service, she met the target for first visit resolutions but fell below the target for customer satisfaction ratings, resulting in a below expectations performance rating. Her churn gating performance was in the exceeds expectations category.

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    Self Evaluation FY21 Sarah

    Uploaded by

    Patrick Luk
    4 views2 pages
    The document outlines Chan Yee Lan's performance targets and achievements for sales, service, and other metrics in fiscal year 2021. For sales, she exceeded her targets for auto debit signups, package upgrades, and UltraBox swaps, but fell below the target for BB conversions and Njoi to DTH activations. Her overall sales performance rating was in the meets expectations category. For service, she met the target for first visit resolutions but fell below the target for customer satisfaction ratings, resulting in a below expectations performance rating. Her churn gating performance was in the exceeds expectations category.

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    The document outlines Chan Yee Lan's performance targets and achievements for sales, service, and other metrics in fiscal year 2021. For sales, she exceeded her targets for auto debit signups, package upgrades, and UltraBox swaps, but fell below the target for BB conversions and Njoi to DTH activations. Her overall sales performance rating was in the meets expectations category. For service, she met the target for first visit resolutions but fell below the target for customer satisfaction ratings, resulting in a below expectations performance rating. Her churn gating performance was in the exceeds expectations category.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    Download as docx, pdf, or txt
    4 views2 pages

    Self Evaluation FY21 Sarah

    Uploaded by

    Patrick Luk
    The document outlines Chan Yee Lan's performance targets and achievements for sales, service, and other metrics in fiscal year 2021. For sales, she exceeded her targets for auto debit signups, package upgrades, and UltraBox swaps, but fell below the target for BB conversions and Njoi to DTH activations. Her overall sales performance rating was in the meets expectations category. For service, she met the target for first visit resolutions but fell below the target for customer satisfaction ratings, resulting in a below expectations performance rating. Her churn gating performance was in the exceeds expectations category.

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    of 2

    Chan Yee Lan

     SALES
    Auto Debit
    EX: ≥ 310
    EE: ≥ 260
    ME: ≥ 210
    BE: < 210
    FY21 Target: Achieve 210 (21/mth)

    Achievement : 219signup @ 104.28% VS Target. ME

    Package Upgrade
    EX: ≥ 300
    EE: ≥ 250
    ME: ≥ 200
    BE: < 200
    FY21 Target: Achieve 200(20/mth)

    Achievement : 225 signup @ 112.5% VS Target. ME

    BB conversions from leads (brownfield)


    EX: ≥ 40
    EE: ≥ 30
    ME: ≥ 20
    BE: < 20
    FY21 Target: Achieve 20(2/mth)

    Achievement : 8 signup @ 40% VS Target. BE

    Njoi to DTH (activation)


    EX: ≥ 136
    EE: ≥ 100
    ME: ≥ 70
    BE: < 70
    FY21 Target: Achieve 70(7/mth)

    Achievement : 20 signup @ 28.57% VS Target. BE


    UltraBox Swap (activation)
    EX: ≥ 50
    EE: ≥ 40
    ME: ≥ 30
    BE: < 30
    FY21 Target: Achieve 30(3/mth)

    Achievement : 76 signup @ 253.33% VS Target. EX

    TOTAL WEIGHTAGE :

    ME+ME+BE+BE+EX
    5+5+2.5+1.25+10=23.75(ME)

     SERVICE

    First Visit Resolution


    EX: > 98%
    EE: > 95%
    ME: 90% - 95%
    BE: < 90%
    FY21 Target: Achieve 90% - 95%

    Achievement : FVR 92.9%. ME

    Customer Satisfaction
    EX: > 90%
    EE: > 85%
    ME: 75% - 85%
    BE: < 75%
    FY21 Target: Achieve 75% - 85%

    Achievement : FVR 77.2%. BE

    TOTAL WEIGHTAGE : 5+2.5=7.5(BE)

     OTHER
    Churn Gating
    EX: > 65%
    EE: > 55%
    ME: 45% - 55%
    BE: < 45%
    FY21 Target: Achieve 45% - 55%

    Achievement : 60.8%. EE

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