Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Bpo Collections Agent
1. Customer Account Management
KRA: Efficiently manage customer accounts to ensure timely collections and customer satisfaction.
Short Description: Manage customer accounts for collections.
- Number of successful account resolutions per week
- Percentage of overdue accounts collected within the deadline
- Customer satisfaction score on collections process
- Average time taken to resolve customer queries
2. Negotiation and Payment Settlement
KRA: Negotiate with customers for payment settlements and develop effective payment plans.
Short Description: Negotiate and settle payments with customers.
- Percentage of successful payment negotiations
- Amount of recovered outstanding payments monthly
- Accuracy of payment plans developed for customers
- Number of payment disputes resolved amicably
3. Compliance and Documentation
KRA: Ensure compliance with collection laws and maintain accurate documentation.
Short Description: Maintain compliance and documentation standards.
- Number of compliance audits passed without issues
- Accuracy of documentation for each collection case
- Adherence to legal regulations in debt collection practices
- Timeliness in updating customer records and payment statuses
4. Call Handling and Resolution
KRA: Handle collection calls professionally and resolve customer queries effectively.
Short Description: Manage collection calls and resolve queries.
- Number of successful call resolutions daily
- Percentage of call escalations minimized through effective handling
- Average call duration for resolving customer issues
- Customer feedback rating on call handling experience
5. Target Achievement
KRA: Achieve set collection targets and meet performance goals consistently.
Short Description: Meet collection targets and performance goals.
- Percentage of monthly collection targets achieved
- Amount collected compared to the assigned target
- Number of high-value accounts successfully closed
- Consistency in meeting weekly performance metrics
6. Quality Assurance and Training
KRA: Ensure quality in collection processes through regular training and feedback.
Short Description: Maintain quality in collection processes.
- Training completion rate for collection agents
- Accuracy of call monitoring evaluations for quality assurance
- Implementation of feedback in improving collection strategies
- Number of quality improvement initiatives successfully implemented
7. Data Analysis and Reporting
KRA: Analyze collection data to identify trends and generate insightful reports for management.
Short Description: Analyze data and generate reports for insights.
- Accuracy of collection data analysis reports
- Identification of key trends impacting collections efficiency
- Timeliness in submitting weekly/monthly reports
- Utilization of data insights for process optimization
8. Relationship Building
KRA: Build strong relationships with customers to improve collections and retention rates.
Short Description: Build customer relationships for better collections.
- Number of positive customer feedback received
- Retention rate of customers engaged in relationship-building activities
- Percentage of repeat customers in payment settlements
- Customer loyalty score based on interactions
9. Technology Utilization
KRA: Effectively utilize collection software and tools for efficient debt recovery processes.
Short Description: Utilize technology for debt recovery efficiency.
- Proficiency in using collection software features
- Percentage increase in efficiency due to technology adoption
- Number of automated collection processes implemented
- Feedback on technology usability from collection agents
10. Continuous Improvement
KRA: Continuously seek ways to improve collection strategies and enhance performance outcomes.
Short Description: Improve collection strategies for better results.
- Number of process improvements implemented quarterly
- Feedback on the effectiveness of new collection strategies
- Reduction in average collection cycle time through improvements
- Percentage increase in collection success rate post-implementation of improvements
