Anitha Augustin
Specialist - Quality
Praveencsekar
Team Leader
Sanbatra
Analyst
+10 Others

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.
Regards,
Anitha Augustin
10th June 2008 From United States ,
Hi,
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
14th June 2008 From India , Delhi
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
Regards,
Sanjeev
23rd June 2008 From India , Delhi
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 !
3rd July 2008 From India , Lucknow
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.
16th July 2008 From Philippines , Manila
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:
21st July 2008 From India , Madras
Please see the attachments.
24th September 2008 From Pakistan , Lahore

Attached Files
Membership is required for download. Create An Account First
File Type: xls KRA.xls (80.5 KB, 3071 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.:)
24th October 2008 From United Kingdom , Preston
Hi All, can anybody help me with KRA for the following depts in a Manufacturing unit : A/Cs , Project, Purchase and admin :confused:
10th March 2009 From India , Jamshedpur
Hi, please post a KRA with format for EXCISE EXECUTIVE working in a private sector. Regards, R R K SINHA
10th April 2009 From India , Mumbai
Hi ,
www.smartKPIs.com contains a user friendly library of well-documented performance measures. At the moment it lists over 3000 KPI examples, grouped in 73 functional areas, as well as 83 industries and sub-categories.

KPI examples for Call center are available on this page: KPIs in Telecommunications / Call Centre industry They include:

# Average speed to answer a phone call (ASA)
% Call set-up success rate

In addition to examples of performance measures, smartKPIs.com . also contains a catalogue of performance reports that illustrate the use of KPIs in practice.

Examples of such reports for Call center are available on: KPIs in practice from Telecommunications / Call Centre industry

The website is updated daily with new content, so check it from time to time for additional content.

Please note that while examples of performance measures are useful to inform decisions, each performance measure needs to be selected and customized based on the objectives and priorities of each organisation.

Best regards,
Ophenia Liang
smartKPIs.com

30th March 2010 From Australia ,
Hi Team,
Can someone please help me know what kind of reports do I need to create and present to the call center management. I am very new to the position as a QA Manager,I don't have any idea how to successfully carry the task. A template of reports may help me a lot, please.. If possible kindly send me an email about it at or
Thanks alot,
She Garcia
25th November 2010 From Philippines , Quezon City
Hi, Please may i know the related KRA parameters to be considered for a process lead ( non voice process). Also, with an additional responsibility of admin related activities. Manjunath
5th April 2011 From India , Bangalore
Hello I'm new here
I needed lot of help from all u experienced guys in regards to this i hv just been recruited as a Sr-TL for INTERNATIONAL outbound Sales process A formulated sheet for sales tracker performance, attendance, a format for PIP ....
Would appreciate your help looking for an update at the earliest if u guys can hv it attached .:)
thanks,
Nelson
28th July 2011 From India , Mumbai
Hi ,
www.smartKPIs.com contains a user friendly library of well-documented performance measures.
KPI examples for Call center are available on this page: http://www.smartkpis.com/kpi/industries/telecommunications-call-center/call-center/
In addition to examples of performance measures, smartKPIs.com , also contains a performance reports http: Top 25 Call Center KPIs of 2010 //www.smartkpis.com/premium/products/reports/industry/top-25-call-center-kpis-of-2010-30.html
Examples of such reports for Call center are available on: KPIs in practice from Telecommunications / Call Centre industry
You can download The Customer Service Call Center Dashboard, which is a ready-to-use instrument for managing and measuring performance of Inbound Call Centers. The tool contains a repository of the most relevant and widely spread KPIs in the Call Center industry available at: http://www.smartkpis.com/premium/products/templates/industry/customer-service-call-center-dashboard-51.html

29th July 2011 From Romania , Cluj-napoca
Add Reply Start A New Discussion

Cite.Co - is a repository of information created by your industry peers and experienced seniors. Register Here and help by adding your inputs to this topic/query page.
Prime Sponsor: TALENTEDGE - Certification Courses from top institutes like IIM / XLRI direct to device (online digital learning)





About Us Advertise Contact Us
Privacy Policy Disclaimer Terms Of Service



All rights reserved @ 2019 Cite.Co™