Staff Expectations & Goals
Purpose
Set clear standards and targets for performance, communication, and growth.
Professional Standards
- Attendance & Punctuality: Be on time, update Teams status, and log attendance daily.
- Communication: Use approved templates; write clearly; document outcomes same-day.
- Accuracy: Double-check details (names, dates, amounts) before sending.
- Follow-Up: No lead or customer is left hanging—schedule and complete follow-ups.
Goals by Function
| Function | Example Goals |
|---|---|
| Customer Service | First-response under SLA; accurate bookings; positive customer feedback |
| Accounts (Collections) | Daily follow-up on overdue; reduce debtor days; clear note trails |
| Outbound Sales (Commercial) | Qualified calls made; meetings set; quotes followed up on schedule |
| Renewals & Retention | On-time reminders; conversion on renewals; clean data for next cycle |
| Management | Team SLAs met; coaching and QA; process improvements documented |
Growth & Feedback
- Monthly 1:1s with Team Leader (targets, challenges, support).
- Quarterly skills refresh (systems, templates, call handling).
- Performance tied to quality, reliability, and teamwork.
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