Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Ticketing Staff
1. Ticket Sales Management
KRA: Responsible for managing ticket sales efficiently to maximize revenue and customer satisfaction.
Short Description: Monitor and optimize ticket sales process.
- Number of tickets sold daily
- Percentage of upsells achieved
- Conversion rate of inquiries to sales
- Average customer satisfaction rating related to ticket purchase
2. Customer Service Excellence
KRA: Ensuring exceptional customer service experience for all ticketing inquiries and issue resolution.
Short Description: Provide top-notch customer service at all touchpoints.
- Average response time to customer inquiries
- Customer satisfaction score based on feedback surveys
- Number of positive customer testimonials received
- Resolution rate of customer complaints within a defined timeframe
3. Event Information Management
KRA: Accurate and timely dissemination of event information to customers and internal stakeholders.
Short Description: Ensure all event details are communicated effectively.
- Accuracy of event details provided to customers
- Timeliness of event information updates on various platforms
- Number of event information errors reported by customers
- Feedback rating on the clarity of event information provided
4. Ticket Inventory Control
KRA: Managing ticket inventory to prevent overselling and ensure availability for all events.
Short Description: Efficiently manage ticket stocks and availability.
- Percentage of tickets sold vs. total inventory
- Number of instances of overselling or underselling tickets
- Accuracy of real-time ticket availability updates
- Inventory turnover rate for different event types
5. Payment Processing Accuracy
KRA: Ensuring accurate processing of payments related to ticket sales and refunds.
Short Description: Maintain precision in financial transactions.
- Percentage of payment processing errors
- Rate of chargeback disputes related to ticket transactions
- Average time taken to process refunds
- Financial reconciliation accuracy between sales and payment records
6. Technology Utilization and Optimization
KRA: Effectively utilizing ticketing technology platforms and optimizing their functionalities.
Short Description: Harness the full potential of ticketing systems.
- Training completion rate on ticketing software updates
- System downtime percentage affecting ticket sales
- Utilization rate of advanced features in ticketing systems
- Feedback on system usability and efficiency
7. Reporting and Data Analysis
KRA: Generating reports and analyzing ticketing data to identify trends and opportunities for improvement.
Short Description: Extract actionable insights from ticketing data.
- Frequency of reporting on ticket sales performance
- Accuracy of data analysis leading to actionable recommendations
- Identification of key sales trends impacting ticket revenue
- Implementation rate of data-driven strategies for sales enhancement
8. Compliance and Regulatory Adherence
KRA: Ensuring compliance with ticketing regulations, data protection laws, and industry standards.
Short Description: Uphold legal and industry compliance in ticketing operations.
- Completion rate of compliance training programs
- Number of regulatory violations or penalties incurred
- Audit rating on adherence to data protection laws
- Alignment with industry best practices in ticketing operations
9. Cross-functional Collaboration
KRA: Collaborating with other departments to ensure seamless coordination for successful event ticketing.
Short Description: Foster teamwork and communication across departments.
- Feedback on interdepartmental communication effectiveness
- Number of successful cross-functional projects related to ticketing
- Alignment with marketing strategies for integrated ticket sales campaigns
- Customer feedback on the overall event experience influenced by cross-functional collaborations
10. Continuous Improvement Initiatives
KRA: Proactively identifying areas for improvement and implementing strategies to enhance ticketing processes.
Short Description: Drive continuous enhancement in ticketing operations.
- Number of implemented process improvements resulting in efficiency gains
- Employee engagement in suggesting and implementing enhancements
- Feedback on the impact of improvement initiatives on customer satisfaction
- Rate of successful innovation adoption in ticketing operations
