Performance management for telecom and field service teams

The measures that matter

Pick four or five measures and take each from a system record, so technicians can check their own numbers. Quality audits deserve a place: a supervisor who opens ten random installations a month finds loose cable runs and poor splices long before customers complain.

• Tickets closed per working day
• First-time fix rate: tickets resolved on the first visit
• Repeat complaints from the same customer within seven days
• SLA met on fault tickets
• Quality audit score on random installations
• Stock variance at the monthly reconciliation

Worked example: two technicians, one month

Kiran closed 120 tickets in a month and fixed 102 of them on the first visit, a first-time fix rate of 85 percent. Six customers called back within a week, a repeat rate of 5 percent. His colleague closed 150 tickets, which looks better, but fixed only 105 on the first visit, or 70 percent, and 15 customers called back, a repeat rate of 10 percent. The second technician is creating his own rework. A scorecard that ranks by ticket count alone would reward the wrong person, which is why first-time fix and repeats should carry more weight than volume.

Goals for team leaders and coordinators

A team leader's quarterly goals might weight cluster SLA at 40, repeat complaints at 25, safety incidents at 20 and technician availability at 15, adding up to 100. Service coordinators suit goals on tickets assigned within 15 minutes of logging, customer callbacks made on time and the share of tickets reassigned because of poor planning. In ZeniaHR each goal is typed as a KPI or KRA with its weight, and the cycle summary shows where every review in the cycle stands.

Recognition in the field

Technicians work alone most of the day and rarely hear praise. Give team leaders the habit of sending praise with badges such as Customer first or Problem solver when a customer writes in, or when someone fixes a fault others gave up on. The monthly leaderboard and a short Company Wall post naming the month's cleanest audit score cost nothing and are read by every cluster.

How to set it up in ZeniaHR

1. Create a monthly review cycle for technicians and a quarterly cycle for team leaders and cluster in-charges, each with a 5-point scale.
2. Add weighted KPI goals for each technician: first-time fix, repeat complaints, SLA and quality audit score.
3. Line up clusters against each other in the cycle summary when the quarter closes.
4. Run a probation cycle for new technicians alongside the team leader's 1 to 5 probation rating.
5. Encourage team leaders to give praise with the Customer first and Problem solver badges, and share the monthly leaderboard.

Read more about performance in ZeniaHR.

Roles this applies to

Frequently asked questions