B&B for Busy Bodies – Team Performance Plan

The purpose of the B&B for Busy Bodies team is to achieve the five target goals set out below. The accomplishments will be measured in two ways:

1.  on a team basis, ie what does the team have to do to achieve the set target goals

2.  on an individual basis, ie what performance standard has been set to adequately reflect an individual team member’s required performance level so that they contribute to the required level to ensure that the team as a whole achieves its “purpose”.

Team Performance Goals

/ Weekly team performance standard /

Individual KPIs

/ Priority Rating for B&B for Busybodies
Inbound Calls – Three Call Centre Operators scheduled
Provide efficient and accurate advice, information and booking services. / 1200 inbound calls per week with an abandonment rate < 5% and customer complaints <5% / 80 inbound calls per day
90% QA score / 50%
Outbound Calls – Two Call Centre Operators scheduled
Developing business relationships with existing business clients of B&B Online to inform them of the benefits of B&B for Busy Bodies / 200 outbound contacts per week with a 10% strike rate / 20 outbound calls per day with 10% of calls resulting in a booking. / 20%
Marketing B&B for Busy Bodies to business clients who have not previously used B&B Online or B&B for Busy Bodies / 200 outbound contacts per week with a 10% strike rate. / 20 outbound calls per day with 10% of calls resulting in a booking. / 20%
Encouraging existing bed and breakfast operators to update their accommodation to be eligible for listing as a B&B for Busy Bodies, or, if currently eligible, to upgrade facilities. / 50 outbound contacts per week with a 10% strike rate. / 5 outbound calls per day with 10% of calls resulting in a commitment to upgrade. / 5%
Encouraging new bed and breakfast operators to update their accommodation to be eligible for listing as a B&B for Busy Bodies. / 50 outbound contacts per week with a 10% strike rate. / 5 outbound calls per day with 10% of calls resulting in a commitment to upgrade. / 5%