Customer Service OKRs
At first glance, customer care may not seem particularly conducive to the OKR method. OKRs require the identification of quantifiable, measurable metrics and metrics in order to implement key results that can be regularly tracked and reported upon. So how does your customer service department quantify something as abstract as satisfaction?
Though it may seem too abstract, in reality there are myriad ways for your customer service department to make good use of the OKR method. By identifying the company’s overall purpose, mission and vision, your customer service department can identify areas that can, indeed, be quantified and therefore conducive to the OKR. Here we will examine a few ways to do so.
Example #1: Increase customer satisfaction
Let’s start with the most obvious and relevant objective. The people you place in your customer service departments are deliberately chosen for their ability to communicate with — and often to placate — the customers who communicate with your company. Given that customers often contact companies for the purposes of resolving an issue or getting their questions answered, it follows that customer satisfaction is the driving force behind the people you place in customer service.
So for the purposes of developing an OKR, what does that look like on paper? Maybe something like this, to start with:
Objective: Increase customer satisfaction.
- Key result 1: Implement a customer satisfaction survey prompt to every call via the toll free line.
- Key result 2: Increase customer retention from the previous quarter.
- Key result 3: Gather and analyze data as to the most frequent reasons customers contact with an issue.
All of these key results can be quantified, measured and tracked, and serve to focus your customer service department’s energy toward a unified objective.
So, you can start with what is shown above and slowly move over to a structured OKR like the one shown below:
Example #2: Improve automated customer service portals
Many customer service departments have reduced the cost of their service by employing the use of automated portals like phone lines and auto-generated emails. An OKR written to improve on those measures may look something like this:
Objective: Improve automated customer service portals
- Key result 1: Conduct polls and focus groups to identify customer expectations.
- Key result 2: Implement new online customer service portals for self-service options.
- Key result 3: Publish new literature educating customers about their self-service options and how to use automated portals.
This OKR begins with a qualitative, somewhat abstract but still ambitious overall objective that specifies a clear purpose. The key results support the overall goal in various ways, and can be accomplished solely within your customer service department, or may be better reached by collaborating with other departments like your research department for conduct focus groups, or your IT department to implement online solutions toward customer service.
One of the myriad benefits of the OKR method is that it can be customized to the needs of your company and the department to which it applies. Your customer service department can make good use of its OKR to improve the way in which your customers view your company as a whole.