Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Inbound Customer Service Representative
1. Customer Satisfaction Management
KRA: Ensuring high customer satisfaction levels through effective communication and issue resolution.
Short Description: Manage customer interactions to enhance satisfaction levels.
- 1. Customer Satisfaction Score (CSAT)
- 2. Average Handling Time (AHT)
- 3. First Call Resolution (FCR) Rate
- 4. Net Promoter Score (NPS)
2. Quality Assurance Compliance
KRA: Adhering to quality standards in customer interactions to maintain service excellence.
Short Description: Ensure compliance with quality assurance guidelines.
- 1. Quality Monitoring Score
- 2. Adherence to Scripts/Processes
- 3. Error Rate in Resolutions
- 4. Compliance Audit Results
3. Call Resolution Efficiency
KRA: Efficiently resolving customer queries and issues within stipulated timeframes.
Short Description: Optimize call resolution processes for swift outcomes.
- 1. Average Resolution Time
- 2. Call Abandonment Rate
- 3. Escalation Rate
- 4. Call Wrap-Up Time
4. Product Knowledge Mastery
KRA: Demonstrating in-depth knowledge of products/services to provide accurate information to customers.
Short Description: Acquire and maintain comprehensive product knowledge.
- 1. Product Knowledge Assessment Scores
- 2. Accuracy in Product Information Provided
- 3. Customer Feedback on Product Understanding
- 4. Training Completion Rates
5. Cross-Selling and Upselling Proficiency
KRA: Identifying opportunities to promote additional products/services to enhance customer value.
Short Description: Drive revenue through cross-selling and upselling techniques.
- 1. Cross-Sell Conversion Rate
- 2. Upsell Revenue Generated
- 3. Customer Response to Offers
- 4. Average Order Value (AOV)
6. Multichannel Communication Management
KRA: Effectively handling customer queries across various communication channels.
Short Description: Manage interactions seamlessly across different channels.
- 1. Response Time on Different Channels (Email, Chat, Phone)
- 2. Channel Switching Rate
- 3. Customer Satisfaction by Channel
- 4. Resolution Consistency Across Channels
7. Team Collaboration and Support
KRA: Collaborating with team members and providing support to ensure collective success.
Short Description: Foster teamwork and assist colleagues for mutual achievements.
- 1. Team Customer Satisfaction Score
- 2. Knowledge Sharing Participation
- 3. Team Performance Improvement Initiatives
- 4. Peer Recognition and Feedback
8. Complaint Handling and Conflict Resolution
KRA: Effectively managing customer complaints and resolving conflicts to enhance customer loyalty.
Short Description: Handle complaints tactfully to retain customer trust.
- 1. Complaint Resolution Time
- 2. Customer Retention Rate After Complaints
- 3. Positive Resolution Feedback Percentage
- 4. Repeat Complaint Rate
9. Continuous Improvement Initiatives
KRA: Proactively identifying areas for improvement and implementing changes for enhanced service delivery.
Short Description: Drive continuous improvement in customer service processes.
- 1. Implementation of Improvement Suggestions
- 2. Process Efficiency Enhancement Rate
- 3. Employee Suggestions Implemented
- 4. Customer Feedback on Service Enhancements
10. Reporting and Analysis
KRA: Generating reports, analyzing data, and deriving insights to improve service performance.
Short Description: Provide analytical support for data-driven decision-making.
- 1. Report Accuracy and Timeliness
- 2. Key Performance Trend Analysis
- 3. Actionable Insights Derived from Reports
- 4. Report Utilization for Performance Enhancement
