3 customisable OKR examples for Call Center Team
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.
Building your own Call Center Team OKRs with AI
While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI generator below or our more complete goal-setting system to generate your own OKRs.
Our customisable 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!
1. OKRs to enhance the overall call quality in the contact center
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
2. OKRs to enhance accountability and coordination in onboarding and calls
Enhance accountability and coordination in onboarding and calls
Decrease 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
Reduce 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
Increase 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
3. OKRs to optimize onboarding process for call center recruits
Optimize onboarding process for call center recruits
Reduce new hire training period by 15%
Develop concise, effective training materials
Streamline onboarding with a mentorship program
Implement intensive, job-specific training sessions
Ensure 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
Achieve 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 to boost success
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.
![Tability Insights Dashboard](https://tability-templates-v2.vercel.app/_next/static/media/tability-insights-board.e70f9466.png)
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.
![Tability Insights Dashboard](https://tability-templates-v2.vercel.app/_next/static/media/checkins-graph.b2aec458.png)
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 turn your Call Center Team OKRs in a strategy map
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.
![A strategy map in Tability](https://tability-templates-v2.vercel.app/_next/static/media/tability_strategy_map.2ad25843.png)
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 maximize revenue from current business operations
OKRs to enhance AWS resilience against DDoS through PenTest, gap assessment and remediation
OKRs to optimize AWS Costs
OKRs to enhance sales team performance to achieve set KPIs
OKRs to improve self-serve onboarding
OKRs to improve quality of incident resolution by the resolver team
OKRs resources
Here are a list of resources to help you adopt the Objectives and Key Results framework.
- To learn: What is the meaning of OKRs
- Blog posts: ODT Blog
- Success metrics: KPIs examples
What's next? Try Tability's goal-setting AI
You can create an iterate on your OKRs using Tability's unique goal-setting AI.
Watch the demo below, then hop on the platform for a free trial.