Tability is a cheatcode for goal-driven teams. Set perfect OKRs with AI, stay focused on the work that matters.
What are Call Quality 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 Quality 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.
The best tools for writing perfect Call Quality OKRs
Here are 2 tools that can help you draft your OKRs in no time.
Tability AI: to generate OKRs based on a prompt
Tability AI allows you to describe your goals in a prompt, and generate a fully editable OKR template in seconds.
- 1. Create a Tability account
- 2. Click on the Generate goals using AI
- 3. Describe your goals in a prompt
- 4. Get your fully editable OKR template
- 5. Publish to start tracking progress and get automated OKR dashboards
Watch the video below to see it in action 👇
Tability Feedback: to improve existing OKRs
You can use Tability's AI feedback to improve your OKRs if you already have existing goals.
- 1. Create your Tability account
- 2. Add your existing OKRs (you can import them from a spreadsheet)
- 3. Click on Generate analysis
- 4. Review the suggestions and decide to accept or dismiss them
- 5. Publish to start tracking progress and get automated OKR dashboards
Tability 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.
Call Quality OKRs examples
We've added many examples of Call Quality 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 auditing of homeowner communication and calls
- ObjectiveEnhance auditing of homeowner communication and calls
- KRImprove 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
- KREvaluate 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
- KRAchieve 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
Call Quality 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
The #1 role of OKRs is to help you and your team focus on what really matters. Business-as-usual activities will still be happening, but you do not need to track your entire roadmap in the OKRs.
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
Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to get the full value of your OKRs and make your strategy agile – otherwise this is nothing more than a reporting exercise.
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.
Save hours with automated OKR dashboards
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
Most teams should start with a spreadsheet if they're using OKRs for the first time. Then, you can move to Tability to save time with automated OKR dashboards, data connectors, and actionable insights.
How to get Tability dashboards:
- 1. Create a Tability account
- 2. Use the importers to add your OKRs (works with any spreadsheet or doc)
- 3. Publish your OKR plan
That's it! Tability will instantly get access to 10+ dashboards to monitor progress, visualise trends, and identify risks early.
More Call Quality OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to enhance company's knowledge base and documentation
- OKRs to enhance risk management and business support systems
- OKRs to achieve a 2x increase in company revenue
- OKRs to achieve profitability by reducing operational costs by 20% in the current fiscal year
- OKRs to improve quality assurance for rider service live chat
- OKRs to boost event participation and enhance attendee satisfaction