OKR template to enhance the overall call quality in the contact center
The OKR title indicates a goal to enhance the call quality in a contact center. One objective is to decrease hold times by 15% through process enhancement, with initiatives like implementing an effective call routing system, reviewing call handling protocols and training staff in swift problem-solving for customer issues.
Another objective is to reduce call complaint rate by 10% through improved operator training. The initiatives here include developing comprehensive training material, implementing a feedback mechanism for training effectiveness, and organizing regular training sessions for all operators.
The final objective is to increase customer satisfaction scores related to call quality by 20%. The initiatives involved here include training call center personnel on effective communication techniques, implanting advanced call quality monitoring systems, and regularly reviewing and addressing client feedback on call quality.
Every subgoal evaluates its completion from 0% to 100%, making the progress quantifiable. The undertakings involve assessing present performance, creating and implementing strategies for improvement, and assessing their effectiveness through feedback.
Another objective is to reduce call complaint rate by 10% through improved operator training. The initiatives here include developing comprehensive training material, implementing a feedback mechanism for training effectiveness, and organizing regular training sessions for all operators.
The final objective is to increase customer satisfaction scores related to call quality by 20%. The initiatives involved here include training call center personnel on effective communication techniques, implanting advanced call quality monitoring systems, and regularly reviewing and addressing client feedback on call quality.
Every subgoal evaluates its completion from 0% to 100%, making the progress quantifiable. The undertakings involve assessing present performance, creating and implementing strategies for improvement, and assessing their effectiveness through feedback.
Enhance the overall call quality in the contact center
Decrease call hold times by 15% via efficient process implementation
Implement effective call routing system to reduce hold times- Regularly review and streamline call-handling protocols
- Train staff in swift problem-solving for customer issues
- Reduce call complaint rate by 10% through improved operator training
- Develop comprehensive training material for improving operator performance
- Implement a feedback mechanism to assess training effectiveness
- Organize regular training sessions for all operators
- Increase customer satisfaction survey scores related to call quality by 20%
- Train call center personnel on effective communication techniques
- Implement advanced call quality monitoring systems
- Regularly review and address client feedback on call quality