OKR template to enhance auditing of homeowner communication and calls
The OKR aims at enhancing the auditing of homeowner communication and calls. The primary focus is to elevate the first-call-resolution rate above 90% measured via customer feedback. This enhancement will be achieved through initiatives like regular monitoring and evaluation of customer interactions, implementing efficient customer service scripts and effectively training staff for better problem-solving and communication skills.
Additionally, a comprehensive evaluation and documentation of 100% call logs is required for quality assurance weekly. The process will encompass quality reporting every week and a systematic review of all call logs for quality checks. Documentation of findings after every call log evaluation is also a part of this initiative.
Achieving a satisfactory rate of above 85% is another critical component of this OKR. This rate will be determined based on the responses in post-call surveys. Implementing a routine for receiving customer feedback post-call, comprehensively training all call staff and continuous improvement in call handling procedures are the determining initiatives for this outcome.
Overall, this OKR is geared towards significantly improving the auditing, evaluation, and enhancement of homeowner communication and calls, with particular attention to first-call resolution, call log auditing, and post-call satisfaction levels.
Additionally, a comprehensive evaluation and documentation of 100% call logs is required for quality assurance weekly. The process will encompass quality reporting every week and a systematic review of all call logs for quality checks. Documentation of findings after every call log evaluation is also a part of this initiative.
Achieving a satisfactory rate of above 85% is another critical component of this OKR. This rate will be determined based on the responses in post-call surveys. Implementing a routine for receiving customer feedback post-call, comprehensively training all call staff and continuous improvement in call handling procedures are the determining initiatives for this outcome.
Overall, this OKR is geared towards significantly improving the auditing, evaluation, and enhancement of homeowner communication and calls, with particular attention to first-call resolution, call log auditing, and post-call satisfaction levels.
Enhance auditing of homeowner communication and calls
Improve first-call-resolution rate to above 90% per customer's feedback
Monitor and evaluate customer interactions regularly- Implement an efficient customer service script
- Train staff on effective problem-solving and communication skills
- Evaluate and document 100% of call logs for quality assurance weekly
- Submit weekly quality assurance report
- Review all call logs for quality checks weekly
- Document findings after each call log evaluation
- Achieve a satisfaction rate of above 85% in post-call surveys
- Implement a process for soliciting customer feedback post-call
- Implement comprehensive customer service training for all call staff
- Continuously monitor and improve call handling procedures