Call Center Receptionist KRA/KPI

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