Collection Process In Bpo KRA/KPI

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