Key Responsibility Areas (KRA) & Key Performance Indicators (KPI)
1. Sales Conversion
KRA: Responsible for converting outbound calls into sales opportunities.
Short Description: Drive sales through effective telemarketing.
- Number of successful sales conversions
- Conversion rate from calls to sales
- Revenue generated from outbound calls
- Customer satisfaction scores post-call
2. Call Quality
KRA: Ensuring high-quality interactions with prospects during outbound calls.
Short Description: Maintain professionalism and clarity in communication.
- Call script adherence percentage
- Customer feedback on call quality
- Resolution rate of customer queries during calls
- Compliance with telemarketing regulations
3. Lead Generation
KRA: Generating qualified leads through outbound telemarketing efforts.
Short Description: Identify potential customers for the sales team.
- Number of leads generated per day/week/month
- Lead qualification rate
- Conversion rate of leads to opportunities
- Quality of leads based on sales team feedback
4. Customer Relationship Management
KRA: Building and maintaining strong relationships with customers through outbound calls.
Short Description: Enhance customer loyalty and retention.
- Customer retention rate post-call
- Feedback on customer satisfaction and engagement
- Upsell and cross-sell opportunities identified during calls
- Resolution of customer complaints and issues
5. Product Knowledge
KRA: Demonstrating in-depth knowledge of products/services offered during outbound calls.
Short Description: Educate customers on offerings to drive interest.
- Product knowledge assessment scores
- Number of product-related queries handled successfully
- Feedback on the clarity of product explanations
- Percentage increase in product awareness among customers
6. Call Efficiency
KRA: Ensuring maximum efficiency and productivity during outbound calling activities.
Short Description: Optimize call handling for better outcomes.
- Number of calls made per hour/day
- Call duration and average talk time metrics
- Response rate to call attempts
- Percentage of calls leading to desired outcomes
7. Script Adherence
KRA: Adhering to the prescribed call script for consistency and compliance.
Short Description: Follow established guidelines for effective communication.
- Percentage of script adherence in calls
- Accuracy in delivering key messaging points
- Consistency in call script usage across team members
- Feedback on script effectiveness from supervisors
8. Call Monitoring
KRA: Regularly monitoring and evaluating outbound calls for quality assurance.
Short Description: Improve call performance through feedback and coaching.
- Number of calls monitored per week
- Quality assessment scores of monitored calls
- Implementation rate of feedback provided to agents
- Improvement in call metrics post-monitoring interventions
9. Target Achievement
KRA: Meeting and exceeding set targets for sales, leads, and call quality.
Short Description: Drive performance towards achieving organizational goals.
- Achievement percentage of sales targets
- Exceeding lead generation quotas
- Meeting call quality benchmarks consistently
- Overall performance against set KPI targets
10. Continuous Improvement
KRA: Actively seeking opportunities for self-improvement and skill enhancement in outbound telemarketing.
Short Description: Enhance capabilities to drive better results over time.
- Participation in training and development programs
- Feedback implementation from performance reviews
- Introduction of new strategies for call optimization
- Growth in key competencies related to telemarketing
