This badge aims to reward agents who are easily reachable, that is, have a high response rate.
Eligibility Criteria:
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- Receive a minimum of 5 WhatsApp OR phone call leads during the month
- Achieve an overall response rate of at least 70% within designated responsiveness windows
- Respond to WhatsApp messages within 4 hours
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Responsiveness Window:
- Weekdays (9 AM to 9 PM): Calls and WhatsApp messages received and responded to during these hours count positively toward response rate and TruPoints™. Missed calls or messages during this period reduce the response rate. Calls or messages received outside these hours, if responded to, still contribute positively, but missed ones outside these hours do not negatively impact the response rate or TruPoints™.
- Weekends: Calls and WhatsApp messages received and responded to at any time during weekends count positively toward response rate and TruPoints™. Missed communications on weekends do not affect response rate or TruPoints™.