Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Cshier Customer Service
1. Customer Satisfaction
KRA: Ensuring high customer satisfaction levels through prompt and effective resolution of issues.
Short Description: Maintain high customer satisfaction ratings.
- Customer satisfaction score (CSAT)
- Average resolution time
- Net Promoter Score (NPS)
- Customer retention rate
2. Service Quality
KRA: Delivering exceptional service quality that exceeds customer expectations.
Short Description: Consistently provide high-quality service.
- Service level agreements (SLAs) adherence
- First contact resolution rate
- Quality assurance scores
- Average handling time
3. Team Performance
KRA: Fostering a high-performing team that is motivated and skilled in customer service.
Short Description: Develop and support a high-performing team.
- Employee satisfaction and engagement levels
- Training completion rates
- Team productivity metrics
- Employee turnover rate
4. Process Improvement
KRA: Identifying and implementing process improvements to enhance efficiency and service delivery.
Short Description: Continuously improve operational processes.
- Number of process improvements implemented
- Cost savings from process enhancements
- Time saved per transaction through process changes
- Customer feedback on process improvements
5. Response Time
KRA: Ensuring quick response times to customer inquiries and issues.
Short Description: Maintain fast response times.
- Average response time to customer queries
- Response time during peak hours
- Response time across different channels (phone, email, chat)
- Percentage of responses within SLA
6. Knowledge Management
KRA: Establishing and maintaining a comprehensive knowledge base for customer service representatives.
Short Description: Ensure a well-organized knowledge repository.
- Knowledge base utilization rate
- Accuracy of information provided to customers
- Knowledge base update frequency
- Training satisfaction related to knowledge management
7. Escalation Management
KRA: Effectively managing and resolving customer escalations to maintain customer loyalty.
Short Description: Handle escalations promptly and effectively.
- Escalation resolution time
- Percentage of escalations resolved satisfactorily
- Feedback from customers post-escalation resolution
- Escalation recurrence rate
8. Cross-functional Collaboration
KRA: Collaborating with other departments to address customer issues that require cross-functional support.
Short Description: Foster collaboration for seamless issue resolution.
- Number of cross-functional collaboration initiatives
- Customer feedback on cross-functional support
- Resolution time for issues requiring cross-functional support
- Feedback from other departments on collaboration effectiveness
9. Reporting and Analysis
KRA: Generating reports and analyzing data to identify trends and areas for improvement in customer service.
Short Description: Provide actionable insights through data analysis.
- Frequency of reporting
- Key performance trends identified
- Recommendations implemented based on data analysis
- Accuracy and relevance of reports
10. Compliance and Quality Assurance
KRA: Ensuring compliance with regulations and internal quality standards in all customer interactions.
Short Description: Maintain high levels of compliance and quality.
- Compliance audit results
- Quality assurance scores
- Adherence to regulatory requirements
- Number of quality-related incidents
