Receptionist 

Key Performance Indicators (Objective Metrics Upon Which You Will Be Judged)

• Call Capture Rate. Call capture rate during business hours should be above 95% each day.

• Number of Calls Handled. With receptionists you should be able to handle call volume up to 11 calls per person per half hour, which equates to a volume of approximately 350. The more successfully handled calls the better.

• Number of Client Reviews. How many positive client reviews did you obtain this month? If you hear from or see a happy client, hit them up for a review. If you speak with a caller that is happy that you helped them, hit them up for a review.

Receptionist Standards Upon Which You Will be Judged

• Avoids putting callers on hold for more than two minutes without checking in on them.

• Never has more than four people on hold at a time. Lets them roll over to our Ai receptionist.

• Obtains and enters information correctly. Asks for correct spelling and captures correct email addresses, phone numbers, and phone number dialed. Always asks for email address twice before using default email address.

• Always at work at desk ready to go at start time. Usually arrives 5-10 minutes early to ensure he or she is never late. Leaves when job is complete and/or its 5:00 p.m. Does not leave early.

• Minimizes time missed from work. When absence is necessary, he/she gives advanced notice and ensures coverage by another employee.

• Completes calendar checks each week between Wednesday and Friday, covering the prior week.

• Kind and courteous to callers and visitors to the office. Obtains permission before placing callers on hold.

• Is observant of those entering the building; makes eye contact and and acknowledges everyone walking by the lobby glass, as well as those entering the lobby.

Billing Guide

Accounts Receivable Billing Clerk Guide

Rules To Live By 

• Don't let the teams work for free.

• Ensure clients are in good standing on their bills.

• Minimize (or better yet eliminate) the amount of work the teams are putting in on clients that are not in good standing.

• Every hourly client should be on an Evergreen Retainer with money in trust.

• Every payment plan should have a card on file set an an auto-charge schedule or a defined payment schedule with a task for each sequential payment to verify payment is received.

Key Performance Indicators

We will make up as firm gets big enough for KPI's

Weekly Invoicing

• Collection Procedures

• General Call Handling Guidelines

• Collection Call Script

• Setting Up Payment Plans

• Handling Declined Auto-Charges

• Returned Check Instructions

• American Profit Recovery Website  

• How to Navigate APR Web as an All Debt Solutions client - American Profit Recovery

• ARAG Prepaid Legal Collection Instructions

• LawPay Pay Later Loan Program

Executive Assistant Guide