2010_Reimbursement Associate Scorecard/Dashboard

This survey has been created to gather information from you, the associate, to better enhance our scorecard/dashboard process.

Definition

Metric/KPI (Key performance indicator): These are indicators of your performance. For example; talk time, wrap time, idle time, quality,etc.

Behavior: This term is used to describe the actions and approaches that you take on each call. These things can range from how fast you talk on the call, call control, resolution, to tone.

SCORECARD/Dashboard: This term is used to describe the current monthly report that you receive that displays your performance.