What's New?
What is Ready for Tomorrow?
Ready for Tomorrow captures the enhancements to the scorecard. These changes are designed to enhance performance transparency, increase colleague and customer confidence, and better meet customer needs.
Will the new scorecard have same look, feel, and navigation?
The new scorecard will have an enhanced look and feel. This includes new categories to better track performance. The enhancements are easy to use and provide a great line of sight on how we are performing compared to our objectives and peers.
How is SR changing? Will products still have different weights?
We are no longer using SR and weighing products differently.
Products will now be measured in units and volume and will have objectives based on your market
Can we still use tools that are not captured in Behaviours?
Yes. Not all tools will be tracked in the new scorecard. However, you are encouraged to continue to leverage what you need to best meet and go beyond the initial needs of customers.
Is my performance based on peer average or pace to objective?
My Performance score is based on your pace to objective. Each category has a weighting based on the Contact Center objectives. My Performance score can be compared to your peers’ average to provide insight on how you are performing relative to your team.
Why are we making changes?
Ready for Tomorrow is about remaining committed to helping our customers bank when, where, and how they want. We have a lot to be proud of, but continued success requires that we get ahead of the future needs of our colleagues and customers.
Will the new scorecard have a staggered rollout?
November is the official launch. Volume category/ Premium will be launched in Q2; manual reporting will be provided for Q1
What is considered a unit?
Units are products such as issuing a new policy, or providing an endorsement.
They contribute to New Business and Deepening Relationship category outcomes.
How will the behaviours be captured on the scorecard?
Behaviours will be updated daily on the Scorecard and compared to Peer Average. They will be broken out into the same Categories as Outcomes.
Will my ranking appears on the new scorecard?
Ranking will no longer appear on the scorecard. You will be able to see both your score and the peer average in order to get a better sense of how your results compare to your peers.
When will the new scorecard be launched?
When will the new scorecard be launched?
Will the scorecard be updated daily or weekly?
Behaviours will be updated daily and Outcomes will be updated weekly.
Availability and Experience Daily
What is are the behaviours and outcomes of the Volume Category ?
Behaviours: Calls per hour, Close Ratio, Quote Ratio
Outcome : Premium
Will behavioural metrics impact My Performance score?
On the scorecard, behavioural measurements are used to show how you achieved your results. They will not be included in My Performance score, but are a key indicator on how you achieved outcomes to reach that score.
How does my new Scorecard impact my Incentive?
Now that your scorecard has been refreshed to include a holistic view of your overall performance, your incentive has been updated to capture that same view.
How will the new scorecard changes help our colleagues provide the right advice for our customers?
The new scorecard will help our colleagues to better understand performance, learn how leveraging the right behaviours helps to meet customer needs and outcomes, and assist in providing areas for development and growth.
Where can I find information on scorecard ?
NACC TDI Scorecard Landing page.
Are we making any changes to the LEI survey to reflect the new scorecard?
No, the LEI survey will remain the same. The new scorecard is now a better reflection of the LEI survey and its behaviours.
What behaviours fall within the Availability Category?
Adherence and Conformance
Does Call Compliance go into the My Performance score
No. However it will be next to your scorecard to view.
Call Compliance still remains as the foundation and will have goals but will not be apart of the scorecard.
Will performance management look different with our new scorecard as we move away from SR?
Yes, SR will be replaced by outcomes, which are measured in units and volume. The scorecard will demonstrate the behaviours that are being used by our Colleagues and how they lead to outcomes.
Will peer average appear on both behaviours and outcomes?
Yes, peer averages will appear for both Behaviours and Outcomes.
What are the 5 categories on Scorecard. What are the outcomes and what is the weighting for a NCAT Advisor.
Categories : Availability, Experience, Volume, New Business, Deepen Relationship
Outcomes: Availability- 20%, LEI-40%, Premium-20%, New Poilicy Units-10%, Cross Sales and Endorsement Units-10%.
Weightings :
What behaviours fall within the Deepen Relationship Category?
What is the advisor NACCIP incentive calculation?
How often will a NACCIP incentive be paid out ?
70% My performance 30% My Commitment
twice a year