We may step into a new year or another quarter as a team with many dreams and visions to work on. However, staying focused on industry trends to create efficiency and revenue-increasing momentum to enhance customer experience and employee satisfaction can take a lot of work. If you stay stagnant by sticking to traditional call center models, you may lose the opportunity to attain world-class quality in closing tickets. But staying in touch with the best goal-setting software like OKRs can help you gain long-term stability and quality. OKRs help shape customer experience with comprehensive steps to implement and optimize call center strategy.
You are on the right page if you are interested in building strategy and tactics for your call center operations. We are here to take you through an engaging OKR journey with keenly written call center OKR examples that will guide you to strategy execution right away.
As a call center operation, you might be in haste to become a hybrid digital communication channel to provide an omnichannel client experience. Slow down, focus on building a strategy that matters, and OKRs tell you how to execute it.
Let’s get started.Conquer the global market by extending call support to every nook and corner of the world. Framing key results for such an objective will help you achieve such goals quickly.
KR 1: Expand reach by embracing callers from 10 previously untapped regions
KR 2: Expand the number of regions where the native language is spoken from 2 to 5
KR 3: Expand global customers from $10 million to $12 million
Target Date: Annual-2023
Visibility: All Employees
Expand reach by embracing callers from 10 previously untapped regions
Expand the number of regions where the native language is spoken from 2 to 5
Expand global customers from $10 million to $12 million
The main goal of call center operations is to offer a supportive call system, and framing OKRs that enhance the performance of calls will help organizations achieve their overall goals.
KR 1: Increase first call close rate from 55% to 75%
KR 2: Increase cold calling success rate from 10% to 30%
KR 3: Increase call conversion rate from 5% to 15%
KR 4: Increase successful calls from 1 to 2 per hour.
Target Date: Annual-2023
Visibility: All Employees
Increase first call close rate from 55% to 75%
Increase cold calling success rate from 10% to 30%
Increase call conversion rate from 5% to 15%
Increase successful calls from 1 to 2 per hour.
Agents are vital in managing calls and taking organizational goals to the next level. So focusing on key results that boost the agents’ performance will be an optimistic move toward your goal. We can even say that OKRs and employee engagement are an essential combination for the success of the call centers.
KR 1: Increase agent competency rating from 80% to 90%
KR 2: Enhance agent utilization rate from 60% to 80%
KR 3: Increase the hourly call handling capacity from 5 to 7 calls
Target Date: Annual-2023
Visibility: All Employees
Increase agent competency rating from 80% to 90%
Enhance agent utilization rate from 60% to 80%
Increase the hourly call handling capacity from 5 to 7 calls
Build key results that would help you to delight customers by offering the best resolutions. Focus on key results that would allow you to earn customers’ loyalty and trust.
KR1: Increase CSAT score from 4.2 to 4.5
KR2: Decrease customer reported issues from 10 to 2
KR3: Decrease issue resolution time from 3 hrs to 2 hrs
Target Date: Annual-2023
Visibility: All Employees
Increase CSAT score from 4.2 to 4.5
Decrease customer reported issues from 10 to 2
Decrease issue resolution time from 3 hrs to 2 hrs
Achieve the digital transformation by adopting the latest technology innovation for call center operations so you can attain the goal of maximizing efficiency, profitability and a more personalized experience for every customer.
KR 1: Implement the latest cloud IVR solution
KR 2: Automate processes through RPA
KR 3: Increase operational efficiency from 80% to 95%
Target Date: Annual-2023
Visibility: All Employees
Implement the latest cloud IVR solution
Automate processes through RPA
Increase operational efficiency from 80% to 95%
The ultimate goal of boosting performance and offering quality call support is to increase the revenue that each call would generate, and OKRs help you track and achieve the desired outcome with multifold profit.
KR 1: Increase successful call rate from 30% to 40%
KR 2: Increase revenue per successful call from $100 to $150
KR 3: Increase sales per agent from 20% to 30%
Target Date: Annual-2023
Visibility: All Employees
Increase successful call rate from 30% to 40%
Increase revenue per successful call from $ 100 to $ 150
Increase sales per agent from 20% to 30%
By strengthening the quality of the call you can expect a steady increase in customer satisfaction score,thereby enabling your team to progress towards a more qualified outcome on delivering quality calls.
KR 1: Decrease call answer time from 30 sec to 20 sec
KR 2: Increase first call resolution rate from 75% to 85%
KR 3: Reduce average call handling time from 7 min to 5 min
KR 4: Increase CSAT from 4.2 to 4.5
Target Date: Annual-2023
Visibility: All Employees
Decrease call answer time from 30 sec to 20 sec
Increase first call resolution rate from 75% to 85%
Reduce average call handling time from 7 min to 5 min
Increase CSAT from 4.2 to 4.5
For an organization to flourish and bloom, the employees must be in constant touch with recent trends, research, and studies. Focus on key results that would help employees get certified in their relevant field to boost their overall performance.
KR 1: Achieve 100% participation in call handling training program
KR 2: Conduct 5 workshops on call etiquettes and customer empathy
KR 3: Conduct 10 training sessions on bilingual call management
KR 4: Make sure that 90% of agents appropriate get COPC certification
Target Date: Annual-2023
Visibility: All Employees
Achieve 100% participation in call handling training program
Conduct 5 workshops on call etiquettes and customer empathy
Conduct 10 training sessions on bilingual call management
Make sure that 90% of agents get COPC certification
As much as the agent’ performance is important, so is their engagement, liability, and satisfaction, and so focusing on such key results will help agents develop their equity and gain confidence.This OKR example can be used to track your employee engagement strategies.
KR 1: Decrease agent turnover rate from 10 % to 5 %
KR 2: Conduct 5 agent wellbeing programs
KR 3: Issue awards for top 20 best performers
KR 4: Increase agent eNPS score from 7.0 to 8.0
KR 5: Increase wage equity from 90% to 95%
Target Date: Annual-2023
Visibility: All Employees
Decrease agent turnover rate from 10 % to 5 %
Conduct 5 agent wellbeing programs
Issue awards for top 20 best performers
Increase agent eNPS score from 7.0 to 8.0
Increase wage equity from 90% to 95%
More than answering calls manually, engaging customers with automated self-service options will yield more results and increase customer satisfaction, thereby expanding the overall business goals and revenue. Building such OKRs will pave the way for such scope.
KR1: Increase self-service options from 30% to 50%
KR2: Increase self-service option efficiency from 80% to 90%
KR3: Increase number of calls through self-service options from 100 to 300 per day
Target Date: Annual-2023
Visibility: All Employees
Increase self-service options from 30% to 50%
Increase self-service option efficiency from 80% to 90%
Increase number of calls through self-service options from 100 to 300 per day
Nowadays, technology is considered to be the heart of call center operations. By investing in the right strategy-executing platform, you can focus on goals, measure progress, and yield results. With OKRs software, you can engage employees to help them track, monitor and handle issues and inquiries on the expected timeline and manage their important initiatives without losing focus on too many things. Build your business with OKRs and achieve results progressively. Let’s get you signed up today and take you on an OKR tour to understand the examples practically! We are happy to have you onboard with us!
With shifting work models and a growing focus on employee experience, understanding how people feel…
A recent Gallup study found that business units with highly engaged employees are 23% more…
TL;DR: Psychological safety means employees feel safe to speak up, take risks, and learn without…
How AI is changing the way we manage strategic goals from reactive reporting to predictive…
TL;DR: Many enterprise OKR programs fail not due to poor implementation but due to their…
Consider this scenario. The executive team at a Global Manufacturing Company was hopeful when they…