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New Payment Model - Car Category - January 1, 2019

By georgina-admin |

New Payment Model FAQ 

General 

  • When will the new Payment Model start? 
    • January 1, 2019 
  • Who will it affect? 
    • Experts in the Car Category on the .com site 

 

New Model 

  • How will Experts be paid?
    • Experts will be paid per question based on a tier. The tier is set by a Quality Score.
  • How is the new Payment Model calculated? 
    • Quality Rating x Answer Rate = Quality Score 
  • What is Quality Rating? 
    • The average score of all the ratings in a set amount of time 
  • What is Answer Rate? 
    • The percentage of questions answered/completed in a set amount of time 
  • What is the Quality Score? 
    • It is the number that equates to a pricing tier to give you a per question payout amount 
  • What days of the week are questions paid with the tiered pricing? 
    • Questions worked Monday - Sunday 
  • What does Questions worked mean? 
    • Questions with an Answer or Questions with an IR and a customer response 
  • What days will questions be reviewed? 
    • Questions worked Friday - Thursday  
  • When do the tiers reset? 
    • They reset every Monday 

 

Who Reviews Questions 

  • Who determines the Answer Rate? 
    • An independent 3rd party QA Review Board (JA does not influence the rating or otherwise oversee how each individual question is rated) 
  • Who determines the Quality Rate? 
    • A machine learning algorithm
  • Which questions will be reviewed by an independent 3rd party QA Review Board? 
    • Questions with an Answer or Questions with an IR and a customer response 
    • Questions that have either been marked completed or closed out after 7 days
  • What does the independent 3rd party QA Review Board look for? 
    • Was an Answer provided 
  • What does the machine learning algorithm look for?
    • Tone of Expert 
    • Customer service of the Expert 
    • Clear attempt to answer a question
  • Will questions with an IR but no customer response be reviewed?  
    • They will not, and they are not be included in calculating the Answer Rate or Quality Rating

 

Which questions are paid vs. not paid 

  • Which questions are paid for? 
    • You are paid for every question answered and every question that includes an IR and a customer response 
  • What are some examples of paid work? 
    • Expert IRs with customer response

    • Expert Answer with customer response

    • Expert Answer with no customer response

  • What are some examples of not paid work? 
    • Expert IR with no customer response 
  • How do Opt-outs work? 
    • If a question is opted out and another Expert picks it up, it will be rated on the last Expert that assisted. 
    • If a question is opted out and no Expert picks it up, it will not count towards the Quality Rating or Quality Score, but the volume of opt-outs will be tracked.
  • How do you differentiate between Expert answer and no customer response vs. Expert IR and no customer response?  
    • The independent 3d party QA Review Board will determine if an Answer was provided or not. 

 

Premium Services, Stales, Customer Tips, and Refunds 

  • Are there changes to Premium Services payments? 
    • No, Premium Services payments remain the same 
  • Are there changes to Stales? 
    • Yes, the Stale program will be paused until April 1, 2019
  • Are there changes to Customer Tips? 
    • No, Customer Tips remain the same 
  • Are there changes to Refunds? 
    • Yes, refunds for non-Premium Services will not be taken out of Expert’s pay. Refunds from Premium Services remain the same. 

 

How to earn more 

  • How do I move up tiers? 
    • Answer every question you pick up 
    • Get a good quality rating for every interaction 
      • IRs with a customer reply does not count in the Answer Rate but will be reviewed for Quality Rating.
  • Answer questions in bonus categories 
    • Motorcycles, Heavy Equipment, RVs, and Boats 

 

Customer Ratings 

  • Will customers still rate? 
    • Yes, but it will not be tied to Expert’s payout, meaning, you will still get paid out even if you get rated a 1 or 2 star for a question. The quality of the interaction will still be reviewed.  

 

Support 

  • If I have questions about the new Payment Model, who do I reach out to? 
    • Submit a ticket to Expert Support - expertsupport@justanswer.com 
  • If I have questions about my pay, who do I reach out to? 
    • Submit a ticket to Expert Support - expertsupport@justanswer.com 

 

Recorded Webinar: (insert link)

 

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