Proof

Customer Support Metric Expectations – Proof Help Center

The Proof Help Center outlines that customer support performance is evaluated through six equally weighted metrics—QA, QC, CSAT, Chat First Response, Talk Wrap Time, and Adherence—with specific tiered targets ranging from "New Standard Setting" to "Unacceptable Performance," and consistent failure to meet these standards can result in a development plan.

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 guide to see where your numbers fall for each metric:

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

Still unsure? Reach out to your Team Lead or Manager to talk through your metrics or coaching plan.

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