7 Best Practices For Using KPIs For Receptionist Training

Feb 28, 2024 | Blog, Front Desk, Healthcare

Measuring key performance indicators or KPIs for receptionist training is crucial to facilitating a positive customer experience. However, having numbers alone is insufficient — you must know how to leverage them to inform your front desk training properly.

To provide effective front desk training, you need to implement seven best practices for using KPIs for your receptionists.

Here’s what you need to know:

What Are KPIs For Receptionists That You Should Measure?

The most vital KPIs you need to measure depend on your business’s goals, whether they’re short-term or long-term.

Generally, there are KPIs that you must always gauge, such as:

  • Customer satisfaction
  • Resolution rate
  • Staff utilization
  • Job satisfaction

Several methods and tools are available that enable you to measure these KPIs, including:

  • Net Promoter Score (NPS)
  • Customer Satisfaction Index (CSI)
  • Customer Satisfaction Score (CSAT)

Read this blog to learn more about choosing the best KPIs for your receptionist performance reviews and how you can measure them.

Best Practices For KPIs For Training Your Receptionists

1. Review And Adjust Your KPIs On A Regular Basis

KPIs are important, but not all are relevant or beneficial to measure.

Your KPIs can help you determine how your front desk should perform. However, some KPIs may impede your receptionists’ performance or even cause bottlenecks.

Thus, you need to regularly review your set KPIs and determine whether or not you need to modify them.

How to implement this best practice:

  • Hold regular meetings with front desk managers to discuss KPIs.
  • Observe and take notes of expectations around your determined KPIs.
  • If necessary, adjust or omit KPIs in the next quarter for more controlled management.

2. Provide Consistent, Timely Feedback To Your Staff

Providing KPI-based feedback to your staff consistently and on time is crucial for your receptionists to know what they should improve. Otherwise, the input will become irrelevant as new circumstances occur and entail different insights.

A 2019 study by Betterworks on performance management found that employees who received continuous feedback were 66% more productive, 65% more motivated, and had 58% better performance than those who only received annual performance reviews.

In addition, your staff becomes more motivated to improve their performance when they see that you want them to develop their skill set.

How to implement this best practice:

  • Consolidate data at the end of each month and finalize before the end of the quarter.
  • Respond to any feedback from staff as soon as possible so that your recommendations are timely.
  • Use an encouraging tone when writing your feedback to your staff.

3. Improve Your Front Desk Workflow With Data-Driven Training Protocols

Your quantitative data can be an effective source of insights into how you can improve your front desk workflow.

Methods like the customer satisfaction score (CSAT) and average wait time can reveal issues surrounding your front desk performance. You can modify your training protocols with quantitative data to enhance your front desk workflow.

However, you should ensure that the new training protocols will benefit your staff and not cause an additional burden on their well-being.

How to implement this best practice:

  • Review your current front desk workflow and note down any potential areas of improvement, like scheduling appointments or payment processing.
  • Meet with your front desk managers and senior staff to discuss how you can modify your receptionist training to hit KPI goals.
  • Ensure your new training protocols are manageable and don’t cause stress and burnout in your front desk staff.

4. Encourage Your Receptionists To Share Their Perspective

With their hands-on experience, your receptionists can provide plenty of insights into front desk operations and which metrics matter. However, they can feel intimidated or unengaged and may need to be open to sharing their feedback.

Encouraging them to share their insights is crucial for viewing your front desk KPIs from every possible perspective. Otherwise, you may set KPI goals that are unrealistic and unattainable.

Plus, inviting your front desk to participate in KPI discussions establishes trust and rapport, which are crucial to successful receptionist training.

How to implement this best practice:

  • Directly inform your receptionists that they are encouraged to share their feedback.
  • Express appreciation for receptionists who provide comments or suggestions to motivate them further.
  • To accommodate receptionists who are reluctant to present their ideas, provide an option to reach out to you privately via email or through your company’s messaging platform.

5. Align Your KPIs With Your Business Goals

Businesses with productive employees have 30-50% more operating margins than less productive businesses, according to a 2023 report by Zippia on employee productivity.

Whether your business goal is to increase profit margins, enhance employee productivity, or improve the customer experience, aligning your KPIs with them helps you set the foundation for effective receptionist training.

How to implement this best practice:

  • Define the importance of each KPI and its impact on your business.
  • Determine which front desk staff members are responsible for managing and meeting your KPI goals.
  • If necessary, add or change your current business goals instead so that you can align them with corresponding KPIs.

6. Regularly Meet With Your Front Desk Team To Discuss The Data

Don’t keep your numbers behind closed doors; keep your entire front desk team in the loop with your quantitative data.

If you orient your staff correctly, numbers are easy to understand and can easily be used as points for comparing past and current performance.

Discussing the data with your receptionists gives them an idea of how your overall front desk operations are performing. It can increase employee engagement by giving your staff an idea of the significance of their role in the success of the business. Overall, this encourages them to focus on training and improving their skills.

How to implement this best practice:

  • Hold regular meetings monthly, quarterly, and yearly to track progress toward your KPI goals.
  • Use a management system with reporting tools that anyone in your business can use to track your KPIs in a systematic manner.
  • Make minor workflow adjustments in line with short-term KPI goals and significant changes for long-term objectives.

7. Don’t Solely Rely On Quantitative Data

Data-driven receptionist training is crucial to improving your front desk operations, but make sure it’s not driven only by quantitative data.

Some areas of the customer experience and other aspects of the front desk can’t be quantified. In this case, qualitative data is essential for you to collate, which both your staff and customers can provide.

How to implement this best practice:

  • Balance quantitative and qualitative data in your performance analysis.
  • Ask your staff to review the data with you and help avoid overemphasizing numbers.
  • Collate insights from other staff to have an informed interpretation of your quantitative data.

KPIs Show The Path To Front Desk Success

Key performance indicators are invaluable in helping you determine the most optimal staffing and training model for your front desk. When you set goals for streamlining your front desk performance, always stay within realistic expectations while constantly setting milestones for continuous improvement.

Tracking KPIs for receptionist performance may be challenging without the proper management software or expertise. WelcomeWare features a user-friendly reporting dashboard to help you track key metrics around the performance of your virtual receptionists in real-time. Learn more about how WelcomeWare’s front desk check-in software and virtual receptionist services can streamline your front desk operations.

Quantify Your Front Desk Training To Drive Staff Productivity

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