Telesales For Resume KRA/KPI

Telesales Representative (Resume) – Job Description

A Telesales Representative is responsible for conducting outbound calls to potential customers with the aim of selling products or services over the phone. They play a crucial role in driving sales, meeting targets, and providing excellent customer service.

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

1. Sales Conversion

KRA: Convert leads into sales through effective communication and product knowledge.

Short Description: Achieve sales targets through phone interactions with customers.

• 1. Percentage of leads converted to sales
• 2. Average order value per call
• 3. Conversion rate from initial call to sale
• 4. Number of upsells or cross-sells

2. Customer Relationship Management

KRA: Build and maintain strong relationships with customers to ensure repeat business.

Short Description: Foster long-term customer loyalty and satisfaction.

• 1. Customer retention rate
• 2. Net Promoter Score (NPS)
• 3. Number of repeat purchases from existing customers
• 4. Customer feedback ratings

3. Product Knowledge and Communication

KRA: Demonstrate in-depth product knowledge and articulate value propositions effectively.

Short Description: Communicate product features and benefits persuasively.

• 1. Product knowledge assessment scores
• 2. Average call handling time
• 3. Clarity and effectiveness of communication during calls
• 4. Number of objections successfully handled

4. Call Quality and Compliance

KRA: Ensure calls are of high quality, compliant with regulations, and adhere to company policies.

Short Description: Maintain call quality standards and regulatory compliance.

• 1. Call monitoring scores for quality assurance
• 2. Compliance audit ratings
• 3. Adherence to script and legal requirements
• 4. Call abandonment rate and call completion rate

5. Team Collaboration and Support

KRA: Collaborate with team members to share best practices and provide support where needed.

Short Description: Foster a positive team environment and contribute to team success.

• 1. Participation in team meetings and training sessions
• 2. Contribution to team performance targets
• 3. Peer feedback and recognition
• 4. Willingness to assist colleagues and share knowledge

Real-Time Example of KRA & KPI

Customer Feedback and NPS Example

KRA: By actively seeking and acting on customer feedback, a Telesales Representative can improve service quality and increase customer satisfaction.

• KPI 1: Increase in Net Promoter Score (NPS) by 10 points within 6 months
• KPI 2: Customer feedback rating of 4.5/5 or above
• KPI 3: Number of positive customer testimonials received per month
• KPI 4: Reduction in customer complaints by 20% year-over-year

Tracking these KPIs led to improved customer retention, increased referrals, and a positive brand reputation.

Key Takeaways

• KRA defines what needs to be done, whereas KPI measures how well it is done.
• KPIs should always be SMART (Specific, Measurable, Achievable, Relevant, Time-bound).
• Regular tracking and adjustments ensure success in Telesales Representative (resume).

Generate content in this structured format with clear, concise, and measurable KPIs while maintaining professional readability.