Intent

This page describes the performance expectations of all newly-hired employees.

Summary

Our customers require impeccable attention to detail on their transcripts. Copytalk aims to provide adequate resources and adequate opportunity for all new employees to reach full proficiency (knowing what to do) and efficiency (doing the right thing quickly).

The learning process takes time, and naturally, there's variation between employees. The below is intended to serve as a rough guideline.

Metrics We Use

There are a few things we look at when determining performance:

Reliability

We look for employees who manage their schedules appropriately and complete all their scheduled shifts. When an issue arises, we look for those who communicate in a timely manner.

Quality of Work - CPH

• CPH is a measure of quality (corrections per hour).
• When you complete a transcript, there is a probability that someone on the quality assurance team (a QA) will review your work.
• QAs make edits to jobs. QAs also notate corrections (shown on the F2 tab of Formalizer) when their edits rise to a certain level of significance.
• We have a record of each of those corrections. This is how your CPH is computed:
  • (total corrections made by QA) / (total length of recorded audio that you were scribe on).
    • So, if you processed a 12-minute audio file (0.2 hours) and receive 1 correction, your CPH would be 1/0.2 = 5 CPH.

Confidence of Work - DS Percentage

• DS%, Direct Send percentage, is a measure of what proportion of jobs you complete and choose to send directly to the customer.
• If you process 10 jobs in one day and send 2 jobs to QA, your DS% would be 80%

Keystroke Reduction - MPM

• MPM, Macros used per minute, is a measure of how proficient you are in using macros to reduce the keystrokes needed to produce a transcript.
• If you spend 10 minutes transcribing a file and you used 100 macros while typing that file out, your MPM would be 10.

Timeline for Improvement

• We anticipate that it will take, on average, about two weeks or one pay period to reach, in sequence, each milestone. Especially in the later milestones, some employees take longer to reach the milestone.
• The faster you progress, the more quickly you will become a Proficient Scribe and start earning additional compensation.

Milestone Goals

M1 and M2 are about quality and confidence. Speed is not important.
M3 and M4 are about gradually learning about keystroke reduction.
M5 and M6 represent beginning to build mastery and expertise at the job.
M7 and M8 represent significant progress towards meeting the minimum job expectations. If your XF is good enough to pass M8, even if your MPM was never high enough to pass prior milestones, you will still graduate training.

Slow Season

Note that during the slow season, we may have limited ability to approve scheduled hours. In the busy season, we typically approve all schedule requests to work extra.
You can read more about Seasonality here.