Victoria’s Secret Client Mandated Program Metrics:

If you choose to provide services for Victoria’s Secret, the client requires the following metrics:

Metric Categories
SPC APC LP Rate Service AHT Sales AHT Quality
Client Target >$15.00 <$0.50 >87% <425 <575 >85%
Standard $11.00 min. $0.75 max. 83% min. 459 max. 649 max. 75% min.
Unacceptable <$11.00 >$0.75 <83% >460 >650 <75%

• All metrics will be measured on a calendar month basis.

• If performance for any individual category falls within the “unacceptable” range for the
previous calendar month, the client requires recertification.
• If performance for any individual category falls within the “unacceptable” range for a total
of 3 months in a calendar year, the agent may be subject to removal from the program.

Metric Definitions:

 SPC -Sales Per Call is calculated by dividing the total dollar value of sales orders
you took by the number of calls taken from the VS sales call queue, including
calls from that queue that had zero dollars of sales.
o $ Sales per call = $ value of sales orders / sales queue calls
 APC- Appeasements Per Call is calculated by dividing the dollar value of the
Appeasements you credited by the total number of calls your business handled.
o $ Appeasements Per Call = $ value of appeasements credited / all calls
 AHT – Average Handle time is measured separately Sales and Service calls.
Both are measured by dividing the total seconds of time on that call type by the
number of calls handled for that call type.
o AHT = Total seconds on calls / number of calls
 LP - Lost Package Rate is the percentage of lost package claims filed on behalf
of the customer that were filed AFTER the promised delivery date. Lost package
claims should not be filed until after the promised delivery date has passed.
o LP Rate = claims filed AFTER promised date / total LP claims filed
  Quality: Call quality based on yes/no scoring on calls using the 25 questions
referenced below. The monthly score is calculated as follows:
o A call quality score is calculated for a call as the % of “yes” answers vs.
the total number of questions scored (some may be marked as “not
applicable”)
o All the agent’s scores for the month are averaged.
o Example:
 Agent has 4 calls audited in the month
 Agent scored “yes” on 20 out of 25 questions (80%) on two audits
and 25 out out of 25 questions (100%) on the other two.
 Averaging the 4 scores (80%, 80%, 100%, 100%) together gives
the agent a monthly score of 90%.

Audit Question set:

Question Set

1. Did the agent acknowledge the customer's reason for contact?

2. Did the agent ask appropriate questions and inform customer what they were doing as they progressed
through the interaction?

3. Did the agent utilize the correct process/procedure on this call?

4. If you chose "No-Other" please briefly describe what the agent did incorrectly. Otherwise
place an "x" in the box
5. Did the agent manage pace and hold time appropriately?

6. Did the agent accurately verify the customer's information and complete required scripting during
verification?

7. Did the agent make personalized recommendations that connect to theircustomer's interests, such as the
Best At collections, or a new product launch?

8. After the initial connected recommendation, did the agent make a connected recommendation for each
opportunity throughout the interaction?

9. Did the agent offer to change size or color, reassure the customer that it is worth the wait, or otherwise
encourage her to retain the backorder?

10. Did the agent compliment the customer's selections, reassure about the size and color choices and/or
give general positive reinforcement about the items?

11. Did the agent promote the order by building the customer's current order?
12. Did the agent demonstrate product knowledge by showing an understanding of the products and/or by
showing awareness of new launches?

13. Did the agent focus on what they CAN do, by not dwelling on negative aspects but instead reinforcing
what IS possible and offering choices?

14. Did the agent ask customer if they would like to use their Angel credit card, looks up account when
necessary, tells her about benefits?

15. Did the agent mute when the credit card number was being read?

16. Did the agent confirm all information provided by the customer and ensure that it was entered in the
notes correctly?
17. Did the agent proactively provide relevant order information and share accurate
timeframes?
18. Did the agent leave clear, accurate notes whenever information was provided, promises were made,
and/or action was taken?

19. Did the agent communicate in a clear, friendly, and professional manner?

20. Did the agent use the customer's name throughout the interaction (as appropriate)?
21. Did the agent provide a personalized close?
22. Did the agent clearly explain the actions that have been taken with the order/account and what actions
are being completed based on the current contact?
23. Did the agent apologize when necessary, show empathy and/or recognizes customer
emotion?
24. Did the agent let the customer know that we have "heard" them, that we genuinely care, and did the
agent remain engaged throughout entire interaction?

25. Did the agent fully resolve the immediate situation by providing the customer with all details of the
order/account in order to prevent the need for an additional contact?