Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Call Center Receptionist
1. Customer Service
KRA: Providing exceptional customer service to ensure customer satisfaction and loyalty.
Short Description: Delivering high-quality service to all callers.
- 1. Average Call Resolution Time
- 2. Customer Satisfaction Score
- 3. Call Quality Monitoring Score
- 4. First Call Resolution Rate
2. Call Handling Efficiency
KRA: Efficiently managing incoming calls to minimize wait times and maximize productivity.
Short Description: Handling calls promptly and accurately.
- 1. Average Call Answer Speed
- 2. Call Abandonment Rate
- 3. Call Transfer Rate
- 4. Adherence to Schedule
3. Communication Skills
KRA: Demonstrating effective verbal and written communication skills with callers and colleagues.
Short Description: Clear and professional communication at all times.
- 1. Call Quality Evaluation Score
- 2. Language Proficiency Test Results
- 3. Active Listening Score
- 4. Proper Call Script Usage
4. Problem-Solving
KRA: Resolving customer issues and complaints efficiently to ensure a positive outcome.
Short Description: Effective resolution of customer concerns.
- 1. Average Handling Time for Complex Issues
- 2. Customer Retention Rate
- 3. Escalation Rate
- 4. Post-Call Survey Results
5. Multitasking Abilities
KRA: Handling multiple tasks simultaneously while maintaining service quality.
Short Description: Juggling various tasks efficiently.
- 1. Call Wrap-Up Time
- 2. Multitasking Score from Performance Reviews
- 3. Simultaneous Call Handling Rate
- 4. Error Rate Due to Multitasking
6. Knowledge of Products/Services
KRA: Having in-depth knowledge of products/services to provide accurate information to callers.
Short Description: Comprehensive understanding of offered products/services.
- 1. Product Knowledge Assessment Results
- 2. Accuracy of Information Provided
- 3. Upselling/Cross-Selling Performance
- 4. Product Training Completion Rate
7. Call Documentation
KRA: Maintaining accurate and detailed call records for future reference and analysis.
Short Description: Thorough documentation of call details.
- 1. Call Logging Accuracy Rate
- 2. Completeness of Call Notes
- 3. Documentation Timeliness
- 4. Call Data Analysis Utilization
8. Team Collaboration
KRA: Collaborating effectively with team members to enhance overall performance and service delivery.
Short Description: Contributing positively to team dynamics.
- 1. Team Satisfaction Survey Results
- 2. Participation in Team Meetings/Trainings
- 3. Team Performance Improvement Initiatives
- 4. Peer Recognition/Awards
9. Call Center Technology Proficiency
KRA: Demonstrating proficiency in using call center technologies for efficient call handling.
Short Description: Mastery of call center software and tools.
- 1. Average Handle Time Using Software
- 2. System Navigation Speed
- 3. Call Recording Retrieval Efficiency
- 4. Software Training Completion Rate
10. Compliance Adherence
KRA: Adhering to call center policies, procedures, and regulations to ensure legal and operational compliance.
Short Description: Compliant behavior in all aspects of call handling.
- 1. Call Monitoring for Compliance Score
- 2. Adherence to Script Guidelines
- 3. Compliance Audit Results
- 4. Regulatory Training Completion Rate
