Here are some tips on how to measure TM performance and what you can do about it.
As you know Extenteam is a system / software agnostic company.
We work with dozens of customers using different PMS / ticketing/ phone systems. As a result, we do not have insight into your KPIs, such as # of phone calls missed, ticket resolution time, CSAT score, guest reviews etc. We do not claim to be monitoring any of those KPIs, unless you have a designated team lead through Extenteam and set SOPs in place to have those monitored.
As a result, you really need to manage your team based on your KPIs and assess their performance. If you need hinters on what the best KPIs are for your team, please schedule a call with your partner success manager - as we serve various sized teams and different type of companies, ranging from solopreneurs to publicly traded REITs, so the expectations - range of tasks hence the KPIs would widely differ from one client to another.
What can Extenteam measure for me?
While Extenteam does not have any insight into your internal KPIs, we can monitor schedule compliance, keyboard and mouse activity and whether a TM is clocked in or not.
Please note that while keyboard and mouse activity levels may be one of the KPIs, it should not be used to assess a TMs performance solely on it. Team Members may be on the phone listening to a customer / guest concern while the customer is venting off - hence little keyboard or mouse activity etc.
Most if not all of our customers like to have someone working over the weekend, or after regular business hours - for emergencies and to make sure that customers/ guests are taken care of after working hours to avoid lock-outs, guest dissatisfaction etc.
While it's rare, it's indeed possible for team members to be sitting idle while waiting on for the next "fire to put out" or next "ticket / email / text / call" to come in especially during after hours shifts.
It is up to the client to determine the Return on Investment of those team members. Just because there are no emails / text messages or "fires to put out" - it does not mean that the team members are not clocking in and clocking out.
You may think of this as a cities' fire department - they are not always out putting out fires, but they are there waiting on the other side of the phone line.
If you are concerned about low activity levels, we suggest you assign more ad-hoc tasks to team members, especially those who are working a "graveyard" shift.
Examples for ad-hoc tasks could be:
- look at guest reviews/ customer ratings
- create reports
- review listings on the website
- help with the cleaning schedule etc.
- do market research on competitors.
By Q3 2022 - Extenteam aims to have its own dashboard with integrations to most popular systems, such as zendesk, Ringcentral ,twilio, Textline etc to measure productivity and provide real time ( or close to real time) dashboards to it's clients.
Let us know if you have any ideas or suggestions and woud like to participate in our beta!