Call Centre Agent KRA/KPI

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