Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Wipro Technical Support Executive
1. Customer Support
KRA: Providing timely and effective support to customers to enhance their experience with Wipro services.
Short Description: Ensuring customer satisfaction through support services.
- 1. Average response time to customer queries.
- 2. Customer satisfaction score (CSAT).
- 3. First call resolution rate.
- 4. Number of escalations resolved.
2. Technical Troubleshooting
KRA: Resolving technical issues efficiently and accurately to minimize downtime for customers.
Short Description: Swift resolution of technical problems.
- 1. Average resolution time for technical issues.
- 2. Error recurrence rate.
- 3. Knowledge base utilization rate.
- 4. Percentage of successful troubleshooting cases.
3. Communication Skills
KRA: Demonstrating clear and effective communication with customers to ensure understanding and satisfaction.
Short Description: Excellent communication with customers.
- 1. Average customer feedback rating on communication.
- 2. Number of positive customer testimonials mentioning communication skills.
- 3. Call quality monitoring score.
- 4. Average handling time per customer interaction.
4. Product Knowledge
KRA: Maintaining in-depth knowledge of Wipro products and services to provide accurate information and solutions.
Short Description: Mastery of Wipro product knowledge.
- 1. Product knowledge assessment scores.
- 2. Percentage of correct responses to product-related queries.
- 3. Participation in product training sessions.
- 4. Updates made to the internal product knowledge database.
5. Team Collaboration
KRA: Collaborating effectively with team members to share knowledge and improve overall support performance.
Short Description: Contributing positively to team dynamics.
- 1. Team feedback on collaboration and knowledge sharing.
- 2. Participation in team-building activities.
- 3. Number of successful team projects completed.
- 4. Contribution to team knowledge base resources.
6. Problem-Solving Skills
KRA: Demonstrating strong problem-solving skills to address complex issues and deliver effective solutions.
Short Description: Proficiency in problem resolution.
- 1. Number of escalated cases successfully resolved.
- 2. Average time taken to solve complex problems.
- 3. Feedback from customers on problem-solving effectiveness.
- 4. Participation in problem-solving workshops or training.
7. Process Adherence
KRA: Adhering to established processes and protocols to ensure consistency and quality in service delivery.
Short Description: Strict adherence to processes.
- 1. Compliance rate with service protocols.
- 2. Audit scores on process adherence.
- 3. Timely completion of required documentation.
- 4. Identification and reporting of process gaps for improvement.
8. Time Management
KRA: Efficiently managing time to handle customer inquiries and resolve issues promptly.
Short Description: Effective time utilization for tasks.
- 1. Average time per customer interaction.
- 2. Adherence to scheduled breaks and shifts.
- 3. Percentage of tasks completed within designated time frames.
- 4. Time spent on proactive customer outreach activities.
9. Quality Assurance
KRA: Ensuring service quality through adherence to quality standards and continuous improvement initiatives.
Short Description: Upholding service quality benchmarks.
- 1. Quality assurance audit scores.
- 2. Customer feedback on service quality.
- 3. Participation in quality improvement projects.
- 4. Number of quality-related training sessions attended.
10. Performance Metrics Analysis
KRA: Analyzing performance metrics to identify trends, areas for improvement, and opportunities for enhanced service delivery.
Short Description: Data-driven analysis for performance enhancement.
- 1. Regular analysis of KPI trends and performance data.
- 2. Implementation of strategies based on performance analysis findings.
- 3. Contribution to performance improvement initiatives.
- 4. Presentation of analysis reports to management for decision-making.
