Performance Metric Question - can anyone share how they measure performance in an environment where collecting payments drives the business? How do you incentivize for making payment goals to ensure the sale/money is made but at the same time not impacting customer experience or bad behaviors to make attain incentives.

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I would require some kind of feedback from the customer about what they thought of the experience? Ie rate their experience. They won't be happy, but maybe create a pilot program to benchmark the average rating and use that as the "acceptable" metric. Ie typical customer gives a 1.8 star rating so that's the benchmark

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I've seen orgs that do it based on percentages. For example, reps have to make 'x' number of calls per week (or a certain average daily, like 60-80) and they have to have a certain amount of customer service time on average for the week (for example, 3-4 hours each day). From there, they listed a percentage of calls that resulted in a sales outcome. So, they focused on the behaviors in the calls that led to the sales outcome, rather than the sales itself.

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