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.
Example 1
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.
Objective: Grow customers globally
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
Objective
Grow customers globally
Target Date: Annual-2023
Visibility: All Employees
Key Results
Expand reach by embracing callers from 10 previously untapped regions
RegionsExpand the number of regions where the native language is spoken from 2 to 5
RegionsExpand global customers from $10 million to $12 million
Global CustomersExample 2
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.
Objective: Improve call performance
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.
Objective
Improve call performance
Target Date: Annual-2023
Visibility: All Employees
Key Results
Increase first call close rate from 55% to 75%
First Call Close RateIncrease cold calling success rate from 10% to 30%
Cold Calling Success RateIncrease call conversion rate from 5% to 15%
Call Conversion RateIncrease successful calls from 1 to 2 per hour.
Successfull CallsExample 3
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.
Objective: Boost agent performance
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
Objective
Boost agent performance
Target Date: Annual-2023
Visibility: All Employees
Key Results
Increase agent competency rating from 80% to 90%
Agent CompetencyEnhance agent utilization rate from 60% to 80%
Agent Utilization RateIncrease the hourly call handling capacity from 5 to 7 calls
# of Calls HandledExample 4
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.
Objective: Delight customers
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
Objective
Delight customers
Target Date: Annual-2023
Visibility: All Employees
Key Results
Increase CSAT score from 4.2 to 4.5
CSATDecrease customer reported issues from 10 to 2
Issue Resolution timeDecrease issue resolution time from 3 hrs to 2 hrs
Customer Reported issueExample 5
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.
Objective: Modernize call center operations through digital transformation
KR 1: Implement the latest cloud IVR solution
KR 2: Automate processes through RPA
KR 3: Increase operational efficiency from 80% to 95%
Objective
Modernize call center operations through digital transformation
Target Date: Annual-2023
Visibility: All Employees
Key Results
Implement the latest cloud IVR solution
Cloud IVRSolution
Automate processes through RPA
RPAIncrease operational efficiency from 80% to 95%
Operational EfficiencyExample 6
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.
Objective: Maximize call revenue
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%
Objective
Maximize call revenue
Target Date: Annual-2023
Visibility: All Employees
Key Results
Increase successful call rate from 30% to 40%
Successful Call RateIncrease revenue per successful call from $ 100 to $ 150
Revenue Per Successful callIncrease sales per agent from 20% to 30%
Sales Per AgentExample 7
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.
Objective: Strengthen the quality of call
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
Objective
Strengthen the quality of call
Target Date: Annual-2023
Visibility: All Employees
Key Results
Decrease call answer time from 30 sec to 20 sec
Call Answers TimeIncrease first call resolution rate from 75% to 85%
First Call Resolution RateReduce average call handling time from 7 min to 5 min
Call Handling TimeIncrease CSAT from 4.2 to 4.5
CSATExample 8
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.
Objective: Foster learning culture
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
Objective
Foster learning culture
Target Date: Annual-2023
Visibility: All Employees
Key Results
Achieve 100% participation in call handling training program
Percentage TrackedConduct 5 workshops on call etiquettes and customer empathy
WorkshopsConduct 10 training sessions on bilingual call management
Training SessionsMake sure that 90% of agents get COPC certification
AgentsExample 9
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.
Objective: Enhance agent’s engagement and satisfaction
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%
Objective
Enhance agent’s engagement and satisfaction
Target Date: Annual-2023
Visibility: All Employees
Key Results
Decrease agent turnover rate from 10 % to 5 %
Agent Turnover RateConduct 5 agent wellbeing programs
Agent Wellbeing ProgrammeIssue awards for top 20 best performers
Best PerformanceIncrease agent eNPS score from 7.0 to 8.0
eNPS ScoreIncrease wage equity from 90% to 95%
Wage EquityExample 10
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.
Objective: Establish automated customer self-service options
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
Objective
Establish automated customer self-service options
Target Date: Annual-2023
Visibility: All Employees
Key Results
Increase self-service options from 30% to 50%
Self ServiceIncrease self-service option efficiency from 80% to 90%
Self Service EfficiencyIncrease number of calls through self-service options from 100 to 300 per day
Number of Calls HandledConclusion
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!