Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Customer Care Executive
1. Customer Satisfaction Management
KRA: Ensuring high levels of customer satisfaction through effective problem resolution and communication.
Short Description: Managing customer satisfaction levels.
- KPI 1: Customer satisfaction survey scores
- KPI 2: Average resolution time per ticket
- KPI 3: Customer retention rate
- KPI 4: Net Promoter Score (NPS)
2. Response Time Optimization
KRA: Timely response to customer queries and issues to enhance customer experience.
Short Description: Improving response time efficiency.
- KPI 1: Average response time to customer inquiries
- KPI 2: Percentage of queries responded to within SLA
- KPI 3: First response resolution rate
- KPI 4: Reduction in unresolved tickets
3. Product Knowledge Enhancement
KRA: Continuously updating and improving product knowledge to provide accurate information to customers.
Short Description: Enhancing product knowledge proficiency.
- KPI 1: Scores on product knowledge assessments
- KPI 2: Increase in successful issue resolutions
- KPI 3: Decrease in escalations due to lack of product knowledge
- KPI 4: Training completion rates
4. Quality Assurance in Communication
KRA: Maintaining a high standard of communication quality in interactions with customers.
Short Description: Ensuring communication excellence.
- KPI 1: Customer feedback on communication clarity
- KPI 2: Compliance with communication scripts/guidelines
- KPI 3: Monitoring call recordings for quality assurance
- KPI 4: Resolution accuracy based on communication effectiveness
5. Cross-functional Collaboration
KRA: Collaborating with other departments to resolve complex customer issues efficiently.
Short Description: Enhancing cross-functional teamwork.
- KPI 1: Average time taken to resolve cross-departmental issues
- KPI 2: Feedback from other departments on collaboration effectiveness
- KPI 3: Increase in successful cross-functional resolutions
- KPI 4: Number of collaborative projects completed
6. Performance Reporting and Analysis
KRA: Generating reports on key performance metrics and analyzing trends for continuous improvement.
Short Description: Reporting and analyzing performance data.
- KPI 1: Timeliness of performance reports
- KPI 2: Accuracy of performance data analysis
- KPI 3: Identification of performance improvement opportunities
- KPI 4: Implementation of improvement strategies based on analysis
7. Customer Feedback Management
KRA: Collecting, analyzing, and acting upon customer feedback to enhance service quality.
Short Description: Managing customer feedback effectively.
- KPI 1: Feedback response rates
- KPI 2: Implementation of feedback-driven improvements
- KPI 3: Increase in positive feedback trends
- KPI 4: Decrease in negative feedback instances
8. Escalation Handling Efficiency
KRA: Efficiently managing and resolving escalated customer issues to ensure customer satisfaction.
Short Description: Improving escalation handling processes.
- KPI 1: Average time to resolve escalated issues
- KPI 2: Percentage of escalations resolved within SLA
- KPI 3: Customer satisfaction ratings post-escalation resolution
- KPI 4: Reduction in repeat escalations
9. Training and Development Participation
KRA: Actively participating in training sessions to enhance skills and knowledge in customer service.
Short Description: Engaging in continuous learning and development.
- KPI 1: Training session attendance rates
- KPI 2: Scores on post-training assessments
- KPI 3: Application of learning in customer interactions
- KPI 4: Feedback on training effectiveness from supervisors
10. Adherence to Service Level Agreements (SLAs)
KRA: Meeting and exceeding defined SLAs to provide consistent and reliable service to customers.
Short Description: Ensuring SLA compliance and excellence.
- KPI 1: Percentage of SLA compliance across different service metrics
- KPI 2: SLA deviation analysis and corrective actions taken
- KPI 3: Customer satisfaction levels related to SLA adherence
- KPI 4: SLA-related performance improvement initiatives implemented
