Anyone read the mail yet? If u dont answer enough questions a week or dont have a rating of 95% or higher you only get paid 10 cents a question now instead of 20??
WTF? Please tell me im reading this wrong?
Why is ChaCha going with a pay-for-performance structure?
As the ChaCha Guide community grows with the incoming traffic ChaCha receives, we decided to create a more rewards-based way of compensating Guides to better align with the way value is brought to customers. By paying a higher rate to Guides that handle more queries and perform at the highest levels of quality, we are rewarding their dedication to ChaCha. High quality answers create loyal customers who help our company grow by spreading the word about our service. Meanwhile, we continue to recognize and pay Guides for their hard work, even for Guides who answer fewer questions each week or are still striving to attain the highest levels of performance. We do this at a lesser rate, but with the hope that all Guides will achieve top performance and productivity.
How does the new pay system work?
Each week, a Guide’s performance is tallied against the Top Guide requirements. Guides who achieve Top Guide status will be paid at $0.20 per answer for the following week (Sunday-Saturday). The balance of Guides will continue to be paid at $0.10 per answer, until the following week when performance is evaluated again.
If Susan logs in on Sunday of Week 1 and completes 350 answers with 97% accuracy by that Saturday, she will achieve Top Guide status, so for all questions she answers during Week 2, she will be paid $0.20.
John, meanwhile, does not meet the Top Guide performance level in Week 1, because he didn’t complete enough searches or attain a high-enough accuracy percentage. He will continue to be paid at the $0.10 rate in Week 2, though his performance improves that week to Top Guide level, so for Week 3, he will receive the $0.20 pay rate.
Please see the chart below for more examples. Note that this example is atypical, since most Guides are more consistent in their activity levels and quality.
SearchesCompletion
Quality
Results Published
Pay
Week Rate Applies
Week 1
8/3-8/9 17584%97%
Wed. 8/13
0.10
Thurs 8/14-Wed 8/20
Week 2
8/10-8/16 35596%95.5%Wed. 8/20
0.20
Thurs 8/21-Wed 8/27
Week 3
8/17-8/23 12882%92%Wed. 8/27
0.10
Thurs 8/28-Wed 9/3
Week 4
8/24-8/30 32096%95%Wed. 9/3
0.20Thurs 9/4-Wed 9/10
Week 5
8/31-9/6 36887%
91%Wed. 9/10
0.10
Thurs 9/11-Wed 9/17
Will this pay change affect Voice Transcribers?
ChaCha Voice Transcribers will not be affected by this change. Voice Transcribers will continue to be paid at $0.04 per transaction.
What does it take to make it as a Top Guide?
For a detailed list of the requirements necessary to achieve Top Guide status, please see here.
Can I change Guide roles?
Yes, with limitations. Any new or existing Guide can test to be an Expeditor. But Specialist/Generalists must give up their existing Guide role to become an Expeditor due to traffic management functionality. We will provide information soon regarding how you can train and test for the Expeditor role. Transcribers can perform both roles, please see the Enhanced Matching FAQs in the KB. Click to view
Can I switch back if I don’t like the new role?
Yes, with limitations. Because switching roles puts excess demands on the Guide Support team and the system, there is a 30 day waiting period to switch back to a different role. Please consider carefully whether you want to make a switch.
How do I know what my quality is?
We are working to improve quality indicators every day. Soon we will be able to offer you a much better picture of how you are performing and whether you are meeting the Top Guide criteria.
In the meantime, your primary indicator will be weekly updates on who achieved Top Guide status. If a Guide’s accuracy is above 95%, and they have met the other Top Guide criteria, their name will be posted on Esther’s Guide Blog on Wednesday afternoon of each week.
Remember, a Guide’s quality is based on the accuracy, content, grammar, and source of a Guide’s answer to a given question. These factors all go into determining a Guide’s overall quality. Guides can contact ChaCha through feedback with any concerns regarding the QC process.
I did not receive any feedback from the QC team and I am not on the Top Guide list. Why?
We cannot currently provide real-time feedback as to a Guide’s accuracy rating; to ensure statistical accuracy, this is calculated on a weekly basis. Please use the abundant resources available in the KnowledgeBase, Esther’s blog, and the Forum to familiarize yourself with searching best practices. If you can consistently provide accurate, timely, and clearly presented answers, you should have no problem achieving Top Guide status provided you attain the 300 questions minimum.
How many Guides can make the Top Guide List each week?
There is no limit to the number of Guides who can make the Top Guide list and we encourage all Guides to strive to make the Top Guide list.
I feel that I was erroneously omitted from the Top Guide list. How do I appeal?
An appeal can be submitted through Feedback in the Knowledgebase under the topic “Quality Feedback Request.” Prior to submitting, please read through the Top Guide criteria and include specific details in the appeal.
What is the period on which Guide Quality is reviewed?
The timeframe for pay runs week to week, Sunday to Saturday, with the pay rate applicable for the Thursday to Wednesday of the following week.
What if system issues resulted in my inability to complete sessions?
ChaCha employs detailed reporting on a system-wide basis to ensure that technical problems do not impact Guide performance calculations. Please note that adjustments will not be made based on individual Guide’s PC functionality (for example, losing the browser session due to bandwidth or a dropped internet connection).
Where do I go for Tips to make the Top Guide list? –
Top Guide Requirements
Why should I remain as a Guide even though I cannot meet the requirements?
We think there are many reasons.... the first being your excitement and interest in joining ChaCha as a Guide and helping people find the answers they need! That’s what being a ChaCha Guide is all about. We’re also thrilled to have you as part of our growing team, and value your daily contributions to ChaCha.



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