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PROTOTYPE — MOCK DATAFigures are generated fixtures derived from the registry. Not ACF actuals.
Menu (13)
LAYER 3 — DEPARTMENT KPI PACK

Telesales

12 metrics9 leading · 3 lagging3 manual8 managed1 unmeasured9 without a target
Dials per agent per day
TS-01
1,344.7
No target
MANAGEDStringeeX⏱ T+1

Head of Telesales·IT System Development

Contactability rate
TS-02
51.6%
No target
MANAGEDStringeeX⏱ T+1

Head of Telesales·IT System Development

Consent rate
TS-03
4.5%
+0.5pp vs target 4.0%
MANUALConsent portal⏱ T+1

Head of Telesales·IT System Development

Refusal rate
TS-04
34.0%
No target
MANAGEDStringeeX⏱ T+1

Head of Telesales·IT System Development

Lead → application conversion
TS-05
1.7%
No target
MANAGEDCRM + LOOMS⏱ T+1

Head of Telesales·IT System Development

Application → disbursement conversion
TS-06
73.0%
No target
MANAGEDLOOMS → T24⏱ T+1

Head of Telesales·IT System Planning

Average ticket size
TS-07
38.5
No target
MANAGEDT24⏱ T+1

Head of Telesales·IT System Planning

QA / compliance call score
TS-08
—
No data
no series
UNMEASUREDStringeeX recordings○ NOT REPORTEDtarget proposed

Head of Telesales·IT System Development

FPD5+ on telesales-originated vintage
TS-09
2.6%
-1.4pp vs target 4.0%
MANUALDWH⏱ T+1

Head of Telesales·IT System Planning

Agent productivity (VND per agent)
TS-10
725.4
No target
MANAGEDT24 + HR⏱ T+1

Head of Telesales·IT System Planning

Agent attrition (collaborator vs labour)
TS-11
85.1%
No target
MANUALHR⏱ T+1

Head of Telesales·HR Systems Administrator

Average handling time
TS-12
30.2
No target
MANAGEDStringeeX⏱ T+1

Head of Telesales·IT System Development

LAYER 4 · THE PEOPLE UNDER THESE NUMBERS
readiness 53/100
10
ROSTERED
people with a scorecard
35%
COVERAGE
median · floor 60%
0
CAN BE RATED
of 10
0/4
GATE
conditions met

Commitments: 147 of 210 delivered by the date agreed (70%), from the project tool via the delivery feed. Not comparable with another department's figure — their work is not the same kind of work.

Nobody in this department can be rated today — and the reason is above the line, not below it: coverage is 35% because these metrics mostly have no target and none is certified. Fixing the pack fixes Layer 4; there is no separate Layer-4 problem to solve.

Team rosterAll departments
INTERNAL PROCESS · WHAT WE NEED BACK
  1. Is this what you are accountable for? Delete what is not; add what is missing.
  2. Is the formula right — especially the denominator?
  3. Who is the metric owner and who is the data owner? They must be two different people.
  4. What is the target, and on what basis was it set?
  5. Where does the number come from today — which system, or which spreadsheet?