Starmatics is where you can review your own scheduling and performance metrics directly. It's worth checking in on a regular basis, not just when something feels off.
Call quality standards and evaluation criteria differ depending on who you're servicing. There isn't one universal standard across every client, so the specifics of what's measured and expected live in your client specific resources rather than here.
Reviewing your metrics is a tool for growth, not something to dread. Checking in regularly helps you catch small things early, before they turn into patterns. Approach it with curiosity rather than worry.
If you have questions or concerns about your metrics, reach out to your team lead or the quality assurance team. If a review or check in meeting comes up, that's a normal part of the process, not something to worry over. It's a chance to get real feedback and support, not a mark against you. Metrics are also part of the picture when a Renewal Statement of Work comes up, consistently low metrics can affect that renewal, one more reason regular check-ins matter.
Periodically revisit the resources specific to whoever you're servicing. Refresh yourself on their guidelines, especially around things like upselling where it applies to that client. A quick refresher now and then keeps you sharp.
A few fundamentals apply no matter who you're servicing.