Ticketing Staff KRA/KPI

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