Technical Support Voice KRA/KPI

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).