KPI's and Bonus systemUpdated 2 months ago

Bonus and Incentive Policies

To recognize and reward your contributions, we have implemented the following bonus and incentive structures:

1. Response Time Bonus

Overview

• The focus of this bonus is maintaining a 20-hour response time for customer service tickets.
• This incentive is based on realistic performance metrics rather than customer feedback scores.

Bonus Calculation

• Monthly Bonus: If you maintain the 20-hour response time for the entire month, you will receive an extra 5% of your customer service income for that month.
• Example:
  • Kimberly’s customer service income is €1000. If she meets the 20-hour response time, she receives an additional €50.

Important Updates (22-03):

• The bonus will now be calculated per channel rather than overall response time. Every customer must be assisted within 20 hours on each platform (e.g., email, social media).
• Holidays:
  • Inform us well in advance of your holidays to ensure coverage. Failure to do so will negatively affect your bonus.
• Sick Leave:
  • Unfortunately, sick leave is not accounted for due to calculation challenges.

Additional Notes:

• Weekly Monitoring:
  • The bonus is calculated weekly. Missing the response time target for one week will disqualify you from the monthly bonus.
• Invoice Submission:
  • You will be informed individually about whether you have earned the bonus and the amount to add to your invoice.
  • Add the bonus to your invoice as "response bonus."
• Missed Updates:
  • If you’ve sent your invoice before receiving bonus confirmation, inform us to ensure the bonus is added to the following month’s invoice.

2. Birthday Present

Overview

• On your birthday, you’ll receive a small present via email to celebrate your special day with us.

How It Works:

• Ensure we have your correct birthday on file.
• Check your email on your birthday for the gift.
• If you don’t receive the present, inform us promptly.

Invoice Submission:

• Add the amount to your invoice as "birthday gift."

3. Loyalty Bonus

Overview

• As a token of appreciation for your dedication, you’ll receive a €50 loyalty bonus every year.

Eligibility:

• The loyalty bonus calculation starts from 1st September 2023 for all employees.
• We’ll inform you when you qualify for the bonus.

Invoice Submission:

• Add the bonus to your invoice as "loyalty bonus."

3. Sales Bonus

Overview

• Agents receive a reward based on their total sales at the end of the month:
  • €1–€1000: 10% commission on sales.
  • Above €1000: 15% commission on sales exceeding €1000.

Example:

• Kimberly makes sales for 1100 euro, she will get 10% bonus on the amount of 1000 euro and 15% on the amount of 100 euro.

Invoice Submission:

• Add the bonus to your invoice as "Sales bonus"

Key Points to Remember

1. Timely Communication:

   • Inform us in advance of holidays to avoid response time issues.
   • Always ensure your invoices reflect the correct bonuses and extras.

2. Tracking Bonuses:

   • We’ll keep you updated individually on all bonuses earned.

3. Invoice Notes:

   • Use clear descriptions for each bonus:
     • Response Bonus
     • Birthday Gift
     • Loyalty Bonus
     • Sales bonus