Healthcare Management KRA/KPI

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.