OKR template to achieve an 80% first contact resolution (FCR) across all inboxes

public-lib · Published over 1 year ago

Your OKR template

This OKR focuses on attaining a high First Contact Resolution (FCR) rate. That means resolving 80% of customer issues or inquiries at the first point of interaction, eliminating the need for repeat contact over the same concern. It aims to ensure efficiency and high customer service levels.

The goal is applicable to all inboxes, be it email, social media, and other forms of electronic communication. Therefore, the 80% target isn't only for a single platform but across all channels. This approach ensures standard procedures and consistent service levels in all customer contact points.

Achieving this objective requires clear communication, proper training, and effective use of resources. It may entail the evaluation of current procedures and making necessary improvements, such as implementing an effective ticketing system or better information sharing among team members.

Ultimately, this OKR impacts customer satisfaction and loyalty. By resolving customers' concerns at first contact, it reduces frustration and makes them feel valued. This approach can lead to higher satisfaction ratings and a more positive brand perception, contributing to long-term business growth.

Use in Tability

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