SBTS · ICBM BPO Division LEAD_20260328 · 28 Mar 2026

Agent Performance Report · Cold Calling Batch

Your KPI
Scorecard

Know where you stand. Know what to fix. Know what to keep doing.

4,819 Total Leads
24 Agents
2.9% Team Engagement Avg
43.2% Team Documentation Avg
163 Engaged Leads
Rating: ✦ Excellent — Eng ≥10% & Doc ≥85% ▲ Good — Eng ≥5% & Doc ≥70% ▼ Needs Improvement ✕ Critical — Zero Engagement
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Team Leaderboard

Rank Agent Leads Engagement % Documentation % Engaged Callbacks Rating
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Individual Scorecards

From the Manager · SBTS ICBM BPO Division

Manager's
Message

Batch LEAD_20260328  ·  28 March 2026  ·  All Agents

This message accompanies your individual performance scorecard. Read it in full. The contents apply to every agent on this team without exception.

Probation Evaluation

These results are being used to inform probation decisions. Every agent is currently being evaluated across five core areas. The data being collected now will directly determine who remains with the team at the end of this probation period. This is not a warning — it is the process.

01Performance & Conversion
02Call Quality & Communication
03Discipline & Compliance
04Reliability — Attendance, Punctuality & Consistency
05Attitude & Coachability

Current State of Performance

At present, the numbers are below expectation. Nearly half of all submitted leads have no call notes logged. Several agents recorded zero engagement across their entire batch — zero. This means there is no verifiable record of productive work on those leads. That is unacceptable.

Non-Negotiable Expectations

  • 01Every call must include a logged note of at least 15 words before the lead is closed. No note = no call, as far as management is concerned.
  • 02You are measured on outcomes, not activity. Dialling alone does not count.
  • 03Call quality matters — how you communicate, handle objections, and close conversations will be assessed.
  • 04CRM discipline is mandatory — all data must be accurate, complete, and updated in real time.
  • 05Follow-ups must be consistent and timely. Warm leads should not go cold due to inaction.
  • 06Any prospect who requests not to be contacted again must be escalated the same day. Failure to do so creates a compliance risk for the entire operation.
  • 07Feedback must be applied. Repeated mistakes after coaching will be treated as a performance issue.

Your Scorecard

Your attached scorecard outlines your current rank, engagement rate, documentation rate, and the specific actions required to improve. If your metrics are in red, the implications for your position should already be clear. All five evaluation areas will be consolidated into a single performance record.

There is still time to improve. Use it.

Abess Hussein
Tech & BPO Manager · SBTS Group LLC