Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Technical Support (Voice)
1. Customer Satisfaction
KRA: Ensuring customer satisfaction through effective problem resolution and communication.
Short Description: Improve customer experience and loyalty.
- CSAT Score
- Average Handling Time (AHT)
- First Call Resolution (FCR) Rate
- Customer Retention Rate
2. Quality Assurance
KRA: Maintaining high-quality standards in resolving technical issues and interactions.
Short Description: Ensure service excellence and compliance.
- Quality Monitoring Score
- Error Rate
- Adherence to Script/Processes
- Compliance Audit Score
3. Team Collaboration
KRA: Collaborating effectively with team members to enhance overall support performance.
Short Description: Foster teamwork and knowledge sharing.
- Team Satisfaction Score
- Knowledge Sharing Participation
- Resolution Time Collaboration
- Team Performance Metrics
4. Training and Development
KRA: Continuous learning and development to stay updated with technical knowledge and support skills.
Short Description: Enhance individual and team competencies.
- Training Completion Rate
- Skill Proficiency Improvement
- Certification Achievement Rate
- Performance Growth after Training
5. Call Management Efficiency
KRA: Efficiently managing call queues and response times to optimize customer service.
Short Description: Improve call handling efficiency and reduce wait times.
- Average Speed of Answer (ASA)
- Abandonment Rate
- Call Resolution Time
- Call Transfer Rate
6. Problem Solving and Troubleshooting
KRA: Effectively diagnosing and resolving technical issues to meet customer needs.
Short Description: Enhance problem-solving skills and efficiency.
- Troubleshooting Accuracy Rate
- Repeat Incident Rate
- Resolution Rate for Complex Issues
- Technical Knowledge Application
7. Communication Skills
KRA: Demonstrating clear and effective communication with customers to ensure understanding and satisfaction.
Short Description: Enhance verbal and written communication for positive interactions.
- Customer Feedback on Communication
- Call Quality Score
- Response Time to Customer Queries
- Language Proficiency Evaluation
8. Adherence to SLAs
KRA: Meeting or exceeding Service Level Agreements (SLAs) to deliver timely and efficient support.
Short Description: Ensure compliance with agreed service standards.
- SLA Adherence Rate
- Response Time Compliance
- Resolution Time Compliance
- SLA Performance Improvement Initiatives
9. Customer Feedback and Complaint Resolution
KRA: Proactively collecting and addressing customer feedback and complaints to enhance service quality.
Short Description: Improve service based on customer input and complaints.
- Feedback Response Rate
- Resolution of Escalated Complaints
- Net Promoter Score (NPS)
- Customer Satisfaction Index (CSI)
10. Continuous Improvement Initiatives
KRA: Identifying and implementing process improvements and innovations to enhance technical support operations.
Short Description: Drive efficiency and excellence through continuous enhancements.
- Implementation of Process Enhancements
- Employee Suggestions Implemented
- Cost Savings through Improvements
- Reduction in Customer Complaints
Real-Time Example of KRA & KPI
Customer Satisfaction
KRA: Providing timely and effective solutions to customer issues leading to increased CSAT scores and repeat business.
- KPI 1: CSAT Score increased from 85% to 90% within 3 months.
- KPI 2: AHT reduced by 10% resulting in improved customer satisfaction.
- KPI 3: FCR Rate maintained above 85% consistently.
- KPI 4: Customer Retention Rate improved by 15% after implementing personalized support strategies.
Describe how these KPIs led to improved performance and success by showcasing improved customer loyalty, reduced churn, and increased positive feedback.
Key Takeaways
- KRA defines what needs to be done, whereas KPI measures how well it is done.
- KPIs should always be SMART (Specific, Measurable, Achievable, Relevant, Time-bound).
- Regular tracking and adjustments ensure success in Technical Support (voice).
