SayPro Monthly January SCMR-5 SayPro Quarterly Classified User Support and Help Management by SayPro Classified Office under SayPro Marketing Royalty SCMR
Quarterly Management Focus Area: SayPro Classified User Support and Help Management
Department: SayPro Classified Office
Division: SayPro Marketing Royalty SCMR
Reference: SayPro Monthly January SCMR-5
Quarterly Objective Summary
For this quarter, SayPro’s Classified Division under the SayPro Marketing Royalty SCMR is focused on significantly strengthening the user experience by improving content quality, timely moderation, and enhanced customer support. The prime objective is to ensure that all ads posted to SayPro Classifieds are trustworthy, relevant, and in full compliance with platform standards—backed by efficient moderation and responsive help support systems.
Quarterly Targets
1. Content Moderation Goal
- Target: Review and approve or reject 100% of all ads posted on SayPro Classifieds.
- Timeframe: Within 12–24 hours of submission.
- Moderation Outcome Quality:
- Achieve less than 2% complaint rate from users regarding moderation decisions.
- Ensure 98% accuracy in identifying and removing non-compliant, spam, or fraudulent content.
- Tools and Resources Used:
- AI-assisted moderation tools integrated with manual oversight.
- Daily moderation reports and user flagging system.
- Responsible Team: SayPro Classified Moderation Team under SayPro Classified Office.
2. User Support & Help Management Goal
- Target: Resolve 95% of all user queries and support tickets related to classified ads within 48 hours.
- Support Channels:
- SayPro Live Chat
- Email Support
- Classified Help Centre Tickets
- Performance Metrics:
- Customer satisfaction score (CSAT) of at least 4.5 out of 5.
- Weekly user feedback analysis.
- Responsibilities:
- Regular training of support agents.
- Escalation handling by senior classified support agents.
- Support Tools:
- SayPro Help Desk CRM
- Knowledge Base Updates
- Automated FAQ Bots
3. Moderation Audit and Quality Assurance
- Weekly Audits: Randomly audit 10% of moderated ads for accuracy and compliance.
- Moderation Team Evaluation:
- Monthly performance scoring per moderator based on speed, decision accuracy, and user feedback.
- Incentives and coaching sessions for top/bottom performers.
4. Stakeholder Reporting and Communication
- Monthly Progress Report: Submitted to SayPro SCMR Management (Reference: January SCMR-5).
- Quarterly Review Meeting: Conducted by the SayPro Classified Office to assess challenges, success stories, and areas for improvement.
- Metrics Presented:
- Total number of ads reviewed.
- Approval vs rejection rates.
- Number of user complaints.
- Average response time to support tickets.
5. Continuous Improvement Plan
- Moderation Policy Review: Conducted mid-quarter to adapt to any emerging classified trends or user behaviors.
- User Education Campaigns:
- Publish articles and videos on posting quality ads.
- Promote ad submission best practices across SayPro platforms.
End-of-Quarter Deliverables
- Comprehensive Moderation & Support Report: Including statistics, insights, and corrective actions.
- Quarterly Summary Presentation: Delivered to SayPro Marketing Royalty SCMR Leadership.
- Recommendations for Next Quarter: Focused on scaling moderation efficiency, AI support tools, and multilingual help support services.
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