Anitha Augustin
Specialist - Quality
Team Leader
+10 Others

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Hi All,
Could any one of you assist me with a format of a KPI for a call centre executive.
Well basically its into a outbound process on business coaching. Though not specific, kindly do provide me with a format of a normal KPI / KRA for a call centre executive. The metrics on which the performance could be measured.
Thanks in advance.
Anitha Augustin

Following points can be considered:
  • Voice quality
  • Customer Feedback
  • MIS
  • New Initiatives
  • Handling team in the absence of Supervisor(Acting Team Lead)
  • Quality Scores
  • Targets achieved
You need to put across the percentages against each KRA based upon the priority as per the requirement of the process

I dont know how helpful my reply would be but i thought if i know something then i should share. May be its helpful.
Check these Frequently asked Interview questions for initial round
Interview Mantra: BPO

While you are setting up the KRA's , try to incorporate as many measurable points as possible , and keep a clause for changing targets as and when thought necessary. The numerical vaues of the targets should be added in as an appendices and marked as "subject to change"
For an outbound process, make sure that the following KRA's are included:-
  1. metric related to the client SLA (eg. if its a sales process, ensure that the Sales per hour is mentioned as a target)
  2. Metric related to efficiency of the individual(eg. conversion % , no. of calls made, etc)
  3. Marks could be allocated for customer feedback(appreciation or otherwise)
  4. the Quality audit scores should be incorporated
  5. Product knowledge also needs to be ensured
  6. Last but not the least , make sure you add brownie points for team discipline , behavior and attendance
Cheers !

Personal Improvement Plan and Performance Enhancement Program. PIP is given when agent exceeds absenced, tardiness etc... While PEP is more on quality of the call, AHT and so on.
PIP - Performance Improvement Plan.
PEP - Performance Enhancement Plan.
They are one and the same but from an employee's point of view we just enhance his performance and not improve it.
Which also means that the purpose of this plan is to show some improvement in his performance.
Why dont u also add absenteeism into the KRA.:lol:

Please see the attachments.

Attached Files
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File Type: xls KRA.xls (80.5 KB, 3083 views)

Hi Anitha, If it is a Out bound Callcentre then KPI’s would be 1) Targets ( calls to be made in a day) 2) POL ( Proof of learning) 3) Quality 4) Voice & Accent.... Hope this will help you.:)
Hi All, can anybody help me with KRA for the following depts in a Manufacturing unit : A/Cs , Project, Purchase and admin :confused:
Hi, please post a KRA with format for EXCISE EXECUTIVE working in a private sector. Regards, R R K SINHA

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