Customer Experience Executive

KRA for Telecallers

• Call Handling Efficiency
  
  

Ensure prompt answering of incoming calls with minimal wait time.

Make outgoing calls as per daily targets and protocol.

Maintain minimum login hours as defined by operations.

Achieve consistent call quality with a pleasant, happy voice and positive approach.

• Communication & Customer Experience
  
  

Demonstrate clear communication, empathy, and active listening on every interaction.

Maintain a positive attitude to convert conversations into successful closures or satisfied customers.

Provide accurate information and ensure every customer feels well-guided.

• Lead Response & Follow-Up
  
  

Adhere to response time guidelines for fresh leads (First Call Time / immediate attempts).

Make the minimum required call attempts as per SOP for each lead.

Dispose leads correctly and timely in the LMS following SOPs.

Ensure all verified calls are transferred to the correct centres and properly assigned in the LMS.

• WhatsApp & Digital Communication
  
  

Handle WhatsApp chats promptly, ensuring quick responses and helpful guidance.

Maintain politeness, clarity, and professional tone in all chat interactions.

• Productivity & Reporting
  
  

Achieve daily and monthly call attempt targets, connection targets, and lead handling KPIs.

Submit Daily Productivity Reports accurately and on time.

Track personal performance against KPIs and work towards continuous improvement.

• Compliance & SOP Adherence
  
  

Follow all SOPs, scripts, call dispositions, and lead assignment protocols without deviation.

Maintain data accuracy and ensure zero errors in LMS updating.

Maintain compliance with quality audits and feedback shared by the Quality Team.

• Team Coordination & Professional Conduct
  
  

Coordinate effectively with team leaders and centres for smoother call transfers and lead closures.

Maintain professional behaviour, punctuality, and reliability.

Participate in training and coaching sessions to improve skills.