Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Ar Caller
1. Customer Relationship Management
KRA: Managing and nurturing relationships with customers to enhance satisfaction and retention.
Short Description: Enhancing customer satisfaction through relationship management.
- Customer Satisfaction Score
- Repeat Customer Rate
- Response Time to Customer Inquiries
- Net Promoter Score
2. Payment Collection Efficiency
KRA: Ensuring timely and efficient collection of payments from clients.
Short Description: Improving payment collection processes for efficiency.
- Days Sales Outstanding (DSO)
- Collection Rate
- Percentage of Overdue Payments
- Payment Processing Time
3. Compliance Adherence
KRA: Ensuring adherence to regulatory requirements and company policies.
Short Description: Upholding regulatory and policy compliance standards.
- Compliance Audit Results
- Number of Compliance Violations
- Training Completion Rates on Compliance
- Policy Adherence Score
4. Call Quality and Resolution
KRA: Providing high-quality calls and effective issue resolution for customers.
Short Description: Improving call quality and issue resolution efficiency.
- First Call Resolution Rate
- Call Monitoring Score
- Customer Satisfaction with Call Resolution
- Average Call Handling Time
5. Team Collaboration and Support
KRA: Collaborating effectively with team members and providing support for shared goals.
Short Description: Enhancing teamwork and support within the team.
- Team Satisfaction Survey Results
- Knowledge Sharing Participation Rate
- Team Goal Achievement Rate
- Feedback from Team Members
6. Data Accuracy and Reporting
KRA: Ensuring accurate data entry and timely reporting for performance analysis.
Short Description: Improving data accuracy and reporting efficiency.
- Data Entry Error Rate
- Timeliness of Reports Submission
- Data Quality Audit Results
- Reporting Accuracy Score
7. Process Improvement Initiatives
KRA: Identifying and implementing process improvements to enhance operational efficiency.
Short Description: Driving continuous improvement in operational processes.
- Number of Process Improvement Ideas Implemented
- Process Efficiency Gain Percentage
- Cost Savings from Process Improvements
- Employee Adoption Rate of New Processes
8. Training and Development Participation
KRA: Actively participating in training and development programs to enhance skills and knowledge.
Short Description: Investing in personal and professional growth through training.
- Training Completion Rate
- Skills Enhancement Assessment Results
- Knowledge Application in Role
- Training Feedback Score
9. Communication Effectiveness
KRA: Demonstrating clear and effective communication with clients and team members.
Short Description: Enhancing communication skills for effective interactions.
- Client Feedback on Communication
- Internal Communication Satisfaction Score
- Number of Communication Errors
- Resolution Time for Communication Issues
10. Goal Achievement and Performance Excellence
KRA: Setting and achieving performance goals to excel in the role of Ar Caller.
Short Description: Striving for excellence through goal setting and achievement.
- Goal Attainment Rate
- Performance Evaluation Results
- Self-Assessment Score on Job Performance
- Continuous Improvement in Key Skills
