What are Call Center Team OKRs?
The Objective and Key Results (OKR) framework is a simple goal-setting methodology that was introduced at Intel by Andy Grove in the 70s. It became popular after John Doerr introduced it to Google in the 90s, and it's now used by teams of all sizes to set and track ambitious goals at scale.
Creating impactful OKRs can be a daunting task, especially for newcomers. Shifting your focus from projects to outcomes is key to successful planning.
We have curated a selection of OKR examples specifically for Call Center Team to assist you. Feel free to explore the templates below for inspiration in setting your own goals.
If you want to learn more about the framework, you can read our OKR guide online.
How to write your own Call Center Team OKRs
Option 1. Turn ideas into OKRs with Tability AI
While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here.
You can use Tability's AI generator to create tailored OKRs based on your specific context. Tability can turn your objective description into a fully editable OKR template -- including tips to help you refine your goals.
- 1. Go to Tability's plan editor
- 2. Click on the "Generate goals using AI" button
- 3. Use natural language to describe your goals
Tability will then use your prompt to generate a fully editable OKR template.
Watch the video below to see it in action 👇
Option 2. Optimise existing OKRs with Tability Feedback tool
If you already have existing goals, and you want to improve them. You can use Tability's AI feedback to help you.
- 1. Go to Tability's plan editor
- 2. Add your existing OKRs (you can import them from a spreadsheet)
- 3. Click on "Generate analysis"
Tability's Strategy Map makes it easy to see all your org's OKRsTability will scan your OKRs and offer different suggestions to improve them. This can range from a small rewrite of a statement to make it clearer to a complete rewrite of the entire OKR.
You can then decide to accept the suggestions or dismiss them if you don't agree.
Option 3. Use the free OKR generator
If you're just looking for some quick inspiration, you can also use our free OKR generator to get a template.
Unlike with Tability, you won't be able to iterate on the templates, but this is still a great way to get started.
Call Center Team OKRs examples
We've added many examples of Call Center Team Objectives and Key Results, but we did not stop there. Understanding the difference between OKRs and projects is important, so we also added examples of strategic initiatives that relate to the OKRs.
Hope you'll find this helpful!
OKRs to enhance the overall call quality in the contact center
ObjectiveEnhance the overall call quality in the contact center
KRDecrease 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
- KRReduce 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
- KRIncrease 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
OKRs to enhance accountability and coordination in onboarding and calls
- ObjectiveEnhance accountability and coordination in onboarding and calls
- KRDecrease new employees’ onboarding time by 25%
- Use online tools for remote onboarding
- Implement an intensive, compact structured training program
- Assign mentors to guide new hires
- KRReduce missed or late calls by 30%
- Promote accountability among team members for timely responses
- Establish a strict schedule for all calls
- Implement a reliable automated notification system for upcoming calls
- KRIncrease customer call resolution rate to 90%
- Monitor calls regularly and provide feedback
- Conduct specialized training for customer service agents
- Implement customer resolution best practice guidelines
OKRs to optimize onboarding process for call center recruits
- ObjectiveOptimize onboarding process for call center recruits
- KRReduce new hire training period by 15%
- Develop concise, effective training materials
- Streamline onboarding with a mentorship program
- Implement intensive, job-specific training sessions
- KREnsure 100% of new hires complete a capsule project within the first week
- Provide necessary resources and support to new hires
- Create a tracking system to monitor project completion
- Develop and distribute a standard capsule project for all new hires
- KRAchieve 95% new hire satisfaction with the onboarding process
- Conduct satisfaction surveys post-onboarding
- Implement a comprehensive onboarding program
- Address feedback to improve the process
Call Center Team OKR best practices
Generally speaking, your objectives should be ambitious yet achievable, and your key results should be measurable and time-bound (using the SMART framework can be helpful). It is also recommended to list strategic initiatives under your key results, as it'll help you avoid the common mistake of listing projects in your KRs.
Here are a couple of best practices extracted from our OKR implementation guide 👇
Tip #1: Limit the number of key results
Having too many OKRs is the #1 mistake that teams make when adopting the framework. The problem with tracking too many competing goals is that it will be hard for your team to know what really matters.
We recommend having 3-4 objectives, and 3-4 key results per objective. A platform like Tability can run audits on your data to help you identify the plans that have too many goals.
Tip #2: Commit to weekly OKR check-ins
Setting good goals can be challenging, but without regular check-ins, your team will struggle to make progress. We recommend that you track your OKRs weekly to get the full benefits from the framework.
Being able to see trends for your key results will also keep yourself honest.
Tip #3: No more than 2 yellow statuses in a row
Yes, this is another tip for goal-tracking instead of goal-setting (but you'll get plenty of OKR examples above). But, once you have your goals defined, it will be your ability to keep the right sense of urgency that will make the difference.
As a rule of thumb, it's best to avoid having more than 2 yellow/at risk statuses in a row.
Make a call on the 3rd update. You should be either back on track, or off track. This sounds harsh but it's the best way to signal risks early enough to fix things.
How to track your Call Center Team OKRs
OKRs without regular progress updates are just KPIs. You'll need to update progress on your OKRs every week to get the full benefits from the framework. Reviewing progress periodically has several advantages:
- It brings the goals back to the top of the mind
- It will highlight poorly set OKRs
- It will surface execution risks
- It improves transparency and accountability
Spreadsheets are enough to get started. Then, once you need to scale you can use a proper OKR platform to make things easier.
If you're not yet set on a tool, you can check out the 5 best OKR tracking templates guide to find the best way to monitor progress during the quarter.
More Call Center Team OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to launch a user-friendly mobile app for the retail company
- OKRs to improve utilization rate of employees and resources
- OKRs to excel in all elements of English class
- OKRs to to maximize clarity and reach in resident communication
- OKRs to centralize prospecting features within a singular client intelligence hub
- OKRs to maximize warehouse revenue per square foot