Job Desk Call Center KRA/KPI

Key Responsibility Areas (KRA) & Key Performance Indicators (KPI)

1. Customer Satisfaction

KRA: Ensuring high levels of customer satisfaction through effective communication and issue resolution.

Short Description: Enhancing customer experience and loyalty.

• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• First Call Resolution Rate
• Average Handling Time (AHT)

2. Call Quality

KRA: Maintaining high call quality standards to meet customer expectations.

Short Description: Ensuring clear and effective communication during calls.

• Quality Assurance Score
• Call Monitoring Compliance
• Adherence to Call Scripts
• Call Drop Rate

3. Product Knowledge

KRA: Demonstrating in-depth product knowledge to assist customers effectively.

Short Description: Enhancing expertise in products/services offered.

• Product Knowledge Assessment Scores
• Training Completion Rate
• Average Customer Query Resolution Time
• Customer Accuracy Rate

4. Team Collaboration

KRA: Collaborating effectively with team members to improve overall performance.

Short Description: Fostering a supportive team environment.

• Team Quality Score
• Team Communication Effectiveness
• Team Resolution Time for Escalated Calls
• Team Member Satisfaction Index

5. Call Handling Efficiency

KRA: Managing calls efficiently to reduce wait times and enhance productivity.

Short Description: Optimizing call handling processes.

• Call Abandonment Rate
• Call Wrap-Up Time
• Call Transfer Rate
• Call Queue Length

6. Problem-Solving Skills

KRA: Demonstrating strong problem-solving skills to address customer issues effectively.

Short Description: Enhancing critical thinking abilities.

• Customer Issue Resolution Rate
• Repeat Call Rate
• Escalation Rate
• Customer Feedback on Problem Resolution

7. Call Center Metrics Analysis

KRA: Analyzing call center metrics to identify trends and areas for improvement.

Short Description: Utilizing data for performance enhancement.

• Call Volume Trends
• Service Level Agreement (SLA) Adherence
• Call Center Efficiency Index
• Performance Discrepancy Analysis

8. Continuous Learning and Development

KRA: Engaging in continuous learning and skill development to enhance performance.

Short Description: Investing in personal and professional growth.

• Training Participation Rate
• Knowledge Assessment Improvement Rate
• Skills Acquisition Rate
• Performance Improvement Plan Completion

9. Adherence to Policies and Procedures

KRA: Ensuring strict adherence to call center policies and procedures for consistency and compliance.

Short Description: Upholding operational standards and regulations.

• Policy Adherence Rate
• Regulatory Compliance Score
• Quality Audit Results
• Documentation Accuracy

10. Employee Engagement and Satisfaction

KRA: Promoting employee engagement and satisfaction to enhance overall performance and retention.

Short Description: Fostering a positive work culture.

• Employee Satisfaction Survey Results
• Employee Turnover Rate
• Recognition and Appreciation Index
• Team Building Activities Participation Rate