KPI & KRA in BPO | Call Center

Summary

In this informative video, the host introduces viewers to essential concepts in the BPO industry, focusing on Key Performance Indicators (KPIs) and Key Responsibility Areas (KRAs). The video explains how KPIs such as Average Handling Time, Shrinkage, and Customer Satisfaction help measure individual and team performance, while KRAs like team management, attendance, and employee retention are crucial but cannot be quantified numerically. The host emphasizes that understanding these aspects is vital for excelling in BPO interviews and offers further resources for viewers to explore in-depth topics. Viewers are encouraged to engage with comments and subscribe for more updates.

Takeaways

• 😀 KPIs (Key Performance Indicators) are essential metrics for measuring employee performance in BPO centers.
• 😀 KRAs (Key Responsibility Areas) refer to responsibilities that can't be measured numerically but are still important in BPO roles.
• 😀 KPIs include metrics like Average Handling Time (AHT), Shrinkage, Service Level Agreements (SLA), and Customer Satisfaction (CSAT).
• 😀 KRAs include tasks like team management, attendance management, client management, and process improvement.
• 😀 Understanding both KPIs and KRAs is crucial for anyone working or applying in a BPO center.
• 😀 KPIs are measurable and numerical, while KRAs focus on responsibilities that are qualitative in nature.
• 😀 Knowing KPIs and KRAs well can help in acing job interviews for roles in BPOs.
• 😀 Key Performance Indicators help track efficiency and performance throughout the day.
• 😀 Examples of KPIs in BPO include employee occupancy, speed of answering, and quality scores.
• 😀 The video provides links to other tutorials that explain specific KPIs like AHT and Shrinkage in detail.
• 😀 Viewers are encouraged to subscribe, like, and comment for more content related to BPO roles and performance indicators.

Q & A

What are Key Performance Indicators (KPIs) in the context of a BPO?

KPIs in a BPO refer to metrics that measure performance, such as average handling time, service level agreement (SLA) adherence, and customer satisfaction. These metrics help assess employee and team performance.

What does the term 'KRA' stand for and how does it relate to performance measurement?

'KRA' stands for Key Responsibility Area. These are areas where an employee is responsible for performance but cannot always be measured in numerical terms, like team management and attendance.

How does measuring KPIs help in evaluating an employee's performance?

Measuring KPIs helps track specific, quantifiable aspects of an employee's performance, allowing for objective evaluation of their work efficiency, like response times, handling speed, and customer satisfaction.

What is the difference between KPIs and KRAs?

KPIs (Key Performance Indicators) are measurable, numerical data that reflect performance. In contrast, KRAs (Key Responsibility Areas) are non-measurable responsibilities that focus on areas like team management, employee retention, and client relationships.

What are some examples of KPIs in a BPO?

Examples of KPIs include average handling time, shrinkage, service level agreement (SLA) compliance, employee occupancy rate, speed of answering calls, and customer satisfaction scores.

What is shrinkage in a BPO, and why is it important?

Shrinkage refers to the time when employees are unavailable for work, such as during breaks, meetings, or absenteeism. It’s important because it affects overall productivity and staffing needs.

What role does employee retention play in BPO management?

Employee retention involves keeping employees from leaving the company. It's crucial in maintaining consistent performance, reducing hiring costs, and ensuring smooth operations in a BPO environment.

How can team management be classified as a responsibility in BPO?

Team management is a responsibility that falls under KRAs in a BPO. It includes overseeing team dynamics, ensuring productivity, motivating employees, and ensuring the team meets performance expectations, but it is not directly measured in numerical terms.

What is the significance of customer satisfaction in a BPO?

Customer satisfaction is a key metric in a BPO that measures how well the service meets customer expectations. High satisfaction leads to better client relationships and potentially more business.

What is the purpose of training in BPO management?

Training in BPO management helps employees enhance their skills and improve their performance, ensuring that they are well-equipped to meet the demands of their roles, thereby improving overall team effectiveness and client satisfaction.