- Lost Calls
- Phone Wait Time
- Documentation Accuracy
- Documentation Completion Rate
- Invoicing Speed
- Invoicing Accuracy
- Booking Turn Time
- Email Response Time
- Rate Quotation Speed
- Service Recovery
The 24 Hour Quote: Rate Quotation Speed
The percentage of rates quoted within 24 working hours. Return rate inquiries to current and potential customers within 24 working hours of receipt. The goal is tracked by system-generated email timestamps.
Achieve a rate quotation response rate of 85%.
MOL Action Plan:
March 2017. The result of 68% was a slight improvement compared to February 2017.
February 2017. The result of 73% was a slight improvement compared to January 2017.
January 2017. The result of 71% was consistent with December 2016.
December 2016. The result of 71% was a slight improvement compared to November 2016.
November 2016. The result of 69% was an improvement compared to October 2016 in part due to the hiring of additional staff.
October 2016. The result was 63% and below the target. It feel by 10 percentage points compared with September 2016.
September 2016. The result was 73% and below the target.
August 2016. The result of 76% was an improvement compared with July 2016. We continue to work with the various trade groups and streamline our internal processes in order to provide more timely and accurate quotations for customers.
July 2016. The result of 73% was below the target. However, this is because we modified the method of measurement to more appropriately match customer needs. Previously, the target was 85% within 24 business hours. Now, the target is 85% within 24 hours. We are doing our best to reach the new target as soon as possible.
June 2016. We matched last months 94% result and exceeded the target.
May 2016. The result of 94% exceeded the target.
April 2016. The result of 92% exceeded the target.
March 2016. The result of 87% exceeded the target.
February 2016. The result of 85% hit the target.
January 2016. The result of 84% missed the target.
December 2015. The target was exceeded for the fourth consecutive month and improved to 89%.
November 2015. The target was exceeded for the third consecutive month - although it slipped slightly compared with October 2015.
October 2015. The target was exceeded for the second consecutive month.
September 2015. We exceeded the target. We implemented a standard quote template which will decrease the turn time.