Daily Reporting & KPI Expectations
Purpose: For Inbound Sales, Follow-Up, CX, BD, Ops, and Management Teams
This SOP defines what must be reported daily, which KPIs each team owns, expected benchmarks, and how daily reporting drives accountability and conversion growth at Cashkr.
1. Purpose of This SOP
Daily reporting exists to:
✔ Create visibility of real performance
✔ Identify issues before they become losses
✔ Enforce ownership at individual & team level
✔ Improve Lead → Order conversion consistently
✔ Enable fast corrective action
Rule:
If it’s not reported daily, it’s not being managed.
2. Why Daily Reporting Matters at Cashkr
Cashkr operates on high-intent leads + time-sensitive pickups.
Daily reporting helps answer:
Are leads being called on time?
Are callbacks respected?
Are orders being created?
Are coverage or vendor issues blocking conversion?
Which cities/agents are underperforming today (not next week)?
3. Daily Reporting Ownership (Team-Wise)
Team | Reporting Owner | Purpose |
|---|---|---|
Sales | Sales Lead / Manager | Conversion & calling discipline |
CX | CX Lead | Complaint & failure control |
BD | BD / Area Manager | Coverage & demand gaps |
Ops | Ops Lead | SLA & pickup reliability |
Management | Ops / Data Lead | Overall business health |
4. Sales Team – Daily Report & KPIs
A. Daily Metrics to Report
Total leads assigned
Calls attempted
Connected calls
Not connected calls
Callbacks scheduled
Callbacks completed
Orders created
High-end orders created
B. Sales KPI Expectations (Benchmarks)
KPI | Expected |
|---|---|
First call TAT | Same day |
Connected % | ≥ 40–50% |
Callback adherence | ≥ 90% |
Lead → Order Conversion | City-dependent (targeted improvement) |
High-End Conversion | Higher than normal leads |
5. CX Team – Daily Report & KPIs
A. Daily Metrics to Track
Orders tracked
Complaints received
Complaints resolved
Open complaints
Failed orders
Failure reasons
Pickup delay cases
B. CX KPI Expectations
KPI | Expected |
|---|---|
Complaint resolution | Same / next day |
Repeat complaints | Minimal |
Pickup delay escalations | Tracked daily |
Customer satisfaction | Improving trend |
6. BD / Area Management – Daily Report & KPIs
A. Daily Metrics to Track
Leads from non-serviceable areas
Pincodes with vendor shortage
Orders blocked due to coverage
High-demand new areas identified
B. BD KPI Expectations
KPI | Expected |
|---|---|
Non-serviceable lead % | Downward trend |
Vendor coverage gaps | Flagged same day |
Expansion inputs | Weekly actionable list |
7. Operations Team – Daily Report & KPIs
A. Daily Metrics to Track
Orders assigned
Pickups completed
SLA violations
Reassignments
Vendor no-shows
B. Ops KPI Expectations
KPI | Expected |
|---|---|
Pickup success rate | High & stable |
SLA violations | < threshold |
Reassignments | Minimal |
Vendor response | Same day |
8. Management – Daily Review Metrics
Management focuses on signals, not noise.
Daily Snapshot Includes:
Total leads vs orders
Conversion % (overall & city-wise)
SLA health
Coverage issues
Major escalations
Management uses this to:
Trigger training
Push BD expansion
Correct Ops bottlenecks
Optimize sales effort
9. Red Flags That Require Immediate Action
🚨 Missed callbacks
🚨 Zero orders from high-end leads
🚨 High non-serviceable closures
🚨 Spike in pickup delays
🚨 Sharp drop in connected %
These must be escalated same day.
10. Reporting Discipline Rules (Non-Negotiable)
✔ Reports must be submitted daily
✔ No inflated or fake numbers
✔ Notes must explain anomalies
✔ Data must match Admin Panel
✔ Repeated non-reporting → action
11. How Daily Reporting Improves Conversion %
Daily reporting enables:
Faster follow-ups
Better agent coaching
Reduced lead leakage
Improved coverage planning
SLA correction before churn
Conversion improves when yesterday’s mistake is fixed today.
12. One-Page Quick Summary (Training Card)
Daily Reporting Covers:
Sales | CX | BD | Ops | Management
Tracks:
Calls, Orders, Coverage, SLA, Complaints
Goal:
📈 Daily discipline → Weekly improvement → Monthly growth