OKR template to minimize escalation cases in customer service
Your OKR template
A prominently featured approach in the strategy is training customer service representatives for improved problem-solving and communication skills. This, together with the implementation of effective issue resolution processes, aims to lower the escalation rate by 25%. Concurrently, review and improvements of communication channels are deemed necessary.
Additionally, a new training program will be slated for 80% of the customer service staff. This involves identifying skills and knowledge gaps and creating targeted training modules to address these gaps. Scheduling and conducting training for selected staff marks a fundamental part of this strategy and is expected to elevate the department's overall performance.
In essence, this OKR is geared towards enhancing the quality of customer service, increasing customer satisfaction, and reducing service-related escalations. It emphasizes efficient problem tracking, communication skills improvement, and targeted training for a significant percentage of the customer service team.
ObjectiveMinimize escalation cases in customer service
KRIncrease customer satisfaction score to 90% by improving first contact resolution rate
Implement efficient customer issue tracking system- Regularly review and update resolution protocols
- Train customer service reps for more effective problem-solving
- KRLower the escalation rate by 25% through improving communication and issue resolution skills
- Develop effective issue resolution processes
- Implement regular communication skills training for staff
- Regularly review and improve communication channels
- KRImplement a new training program for 80% of customer service staff
- Schedule and conduct training for selected staff
- Identify necessary skills and knowledge gaps in customer service staff
- Create targeted training modules addressing identified gaps
How to edit and track OKRs with Tability
You'll probably want to edit the examples in this post, and Tability is the perfect tool for it.
Tability is an AI-powered platform that helps teams set better goals, monitor execution, and get help to achieve their objectives faster.
With Tability you can:
- Use AI to draft a complete set of OKRs in seconds
- Connect your OKRs and team goals to your project
- Automate reporting with integrations and built-in dashboard
Instead of having to copy the content of the OKR examples in a doc or spreadsheet, you can use Tability’s magic importer to start using any of the examples in this page.
The import process can be done in seconds, allowing you to edit OKRs directly in a platform that knows how to manage and track goals.
Step 1. Sign up for a free Tability account
Go tohttps://tability.app/signup and create your account (it's free!)
Step 2. Create a plan
Follow the steps after your onboarding to create your first plan, you should get to a page that looks like the picture below.
Step 3. Use the magic importer
Click on Use magic import to open up the Magic Import modal.
Now, go back to the OKR examples, and click on Copy on the example that you’d like to use.
Paste the content in the text import section. Don’t worry about the formatting, Tability’s AI will be able to parse it!
Now, just click on Import from text and let the magic happen.
Once your example is in the plan editor, you will be able to:
- Edit the objectives, key results, and tasks
- Click on the target 0 → 100% to set better target
- Use the tips and the AI to refine your goals
Step 4. Publish your plan
Once you’re done editing, you can publish your plan to switch to the goal-tracking mode.
From there you will have access to all the features that will help you and your team save hours with OKR reporting.
- 10+ built-in dashboards to visualise progress on your goals
- Weekly reminders, data connectors, and smart notifications
- 9 views to map OKRs to strategic projects
- Strategy map to align teams at scale