Employee Consent / Outgoing Call Performance Matrix Policy / Procedure

Employees should strive to minimize the number of missed calls to ensure excellent customer service. Make certain to discuss expanded job duties with your immediate manager to ensure an appropriate performance target for daily call goals.

1. 1

   The maximum number of missed calls per day should not exceed 10.

2. 2

   Consistent failure to meet this standard over a 5 day period may result in further action, including retraining, mentorship, lateral company shift, or dismissal.

3. 3

   If an employee misses 25 or more calls in a shift, they will be considered that day eligible for further retraining, mentorship, a lateral company shift, or dismissal.

4. 4

   When scheduling new patient appointments make certain to have adequate time before the end of day schedule.

5. 5

   Dedicated call center staff are expected to make 150 outgoing calls per day, assuming their job duties primarily involve call production.

6. 6

   Failure to achieve the 150-call milestone over a period of five consecutive days will result in an employee evaluation.

7. 7

   Based on the evaluation, the employee may be referred for continued training and mentorship.

8. 8

   If after additional training and mentorship the employee doesn’t achieve performance expectations an employee evaluation summary review will be generated by management to make a recommendation for reassignment, additional training, or dismissal.