Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Call Centre Agent
1. Customer Service
KRA: Providing excellent customer service to enhance customer satisfaction levels and loyalty.
Short Description: Ensuring customer happiness through service excellence.
- 1. Average Response Time to Customer Inquiries
- 2. Customer Satisfaction Score (CSAT)
- 3. First Call Resolution Rate
- 4. Net Promoter Score (NPS)
2. Call Handling Efficiency
KRA: Handling calls efficiently to minimize call durations and maximize productivity.
Short Description: Effective call management for quick issue resolution.
- 1. Average Call Duration
- 2. Abandonment Rate
- 3. Call Quality Assessment Score
- 4. Call Resolution Rate
3. Product Knowledge
KRA: Possessing in-depth knowledge about products/services to provide accurate information to customers.
Short Description: Product expertise for informed customer interactions.
- 1. Product Knowledge Assessment Score
- 2. Accuracy of Information Provided
- 3. Cross-selling/Up-selling Success Rate
- 4. Training Completion Rate
4. Problem Solving
KRA: Resolving customer issues effectively and efficiently to ensure a positive customer experience.
Short Description: Quick and effective problem resolution skills.
- 1. Average Handling Time for Escalated Issues
- 2. Customer Issue Resolution Time
- 3. Escalation Rate
- 4. Customer Retention Rate after Issue Resolution
5. Communication Skills
KRA: Demonstrating excellent verbal and written communication skills to engage with customers effectively.
Short Description: Clear and effective communication for customer interactions.
- 1. Call Quality Score based on Communication
- 2. Email Response Time
- 3. Active Listening Score
- 4. Language Proficiency Assessment Score
6. Team Collaboration
KRA: Collaborating with team members to share knowledge and best practices for improved performance.
Short Description: Teamwork and knowledge-sharing for collective success.
- 1. Participation in Team Training Sessions
- 2. Knowledge Sharing Contributions
- 3. Team Performance Improvement Initiatives
- 4. Team Satisfaction Survey Results
7. Adaptability
KRA: Adapting to changing situations and customer needs to provide personalized solutions.
Short Description: Flexibility and adaptability in dynamic environments.
- 1. Ability to Handle Different Customer Personalities
- 2. Response Time to New Process Implementation
- 3. Customer Feedback on Adaptability
- 4. Successful Implementation of New Service Scripts
8. Time Management
KRA: Efficiently managing time to handle multiple customer inquiries within specified timelines.
Short Description: Effective time utilization for optimal productivity.
- 1. Average Handling Time per Customer Interaction
- 2. Adherence to Scheduled Break Times
- 3. Timeliness in Escalating Complex Issues
- 4. Meeting Service Level Agreement (SLA) Targets
9. Quality Assurance
KRA: Ensuring adherence to quality standards in all customer interactions for consistent service delivery.
Short Description: Maintaining service quality for customer satisfaction.
- 1. Quality Monitoring Evaluation Score
- 2. Compliance with Call Handling Procedures
- 3. Error Rate in Customer Information Recording
- 4. Customer Complaint Resolution Accuracy
10. Performance Improvement
KRA: Actively seeking feedback and engaging in self-improvement initiatives to enhance performance levels.
Short Description: Continuous improvement for professional growth.
- 1. Participation in Training and Development Programs
- 2. Performance Improvement Plan Progress
- 3. Feedback Utilization for Skill Enhancement
- 4. Self-assessment and Goal Setting
