Tability is a cheatcode for goal-driven teams. Set perfect OKRs with AI, stay focused on the work that matters.
What are Quality Support 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.
How you write your OKRs can make a huge difference on the impact that your team will have at the end of the quarter. But, it's not always easy to write a quarterly plan that focuses on outcomes instead of projects.
We have curated a selection of OKR examples specifically for Quality Support 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 Quality Support 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.
Quality Support OKRs examples
You will find in the next section many different Quality Support Objectives and Key Results. We've included strategic initiatives in our templates to give you a better idea of the different between the key results (how we measure progress), and the initiatives (what we do to achieve the results).
Hope you'll find this helpful!
OKRs to improve customer support quality
ObjectiveImprove customer support quality
KRReduce average response time to customer inquiries by 20%
Regularly review and update customer inquiry response templates to ensure accuracy and effectiveness- Streamline the customer inquiry process by optimizing communication channels and eliminating unnecessary steps
- Implement a user-friendly chatbot to answer common customer inquiries instantly
- Train customer service agents to improve their efficiency and speed in responding to inquiries
- KRIncrease average customer satisfaction rating to 4.8 out of 5
- Implement targeted initiatives to address the identified areas of improvement
- Conduct a comprehensive survey to gather feedback from customers
- Analyze the survey results to identify areas of improvement and prioritize action
- Regularly monitor customer satisfaction metrics and adjust initiatives accordingly
- KRImplement a comprehensive training program for support staff to enhance product knowledge
- KRIncrease the first-call resolution rate to 90%
- Enhance communication channels for timely collaboration and knowledge sharing among agents
- Analyze customer feedback data to identify commonly recurring issues for targeted resolution strategies
- Improve documentation resources to provide agents with accurate and concise troubleshooting information
- Implement comprehensive agent training program for enhanced issue resolution skills
OKRs to enhance customer satisfaction and net promoter score
- ObjectiveEnhance customer satisfaction and net promoter score
- KRBolster CSAT rating by 10% with enhanced product quality and user-friendliness
- Educate users on product features via online tutorials
- Continually gather client feedback for user-interface enhancements
- Implement a robust quality assurance process for product improvement
- KRDecrease customer complaints by 20% by implementing effective solutions swiftly
- Develop swift response protocols for customer complaints
- Track and analyze complaint trends weekly
- Implement thorough training towards successful problem-solving
- KRIncrease NPS score by 15% through improving customer support responsiveness
- Regularly monitor and evaluate response times
- Implement customer support training on efficient and proactive response
- Integrate faster customer service software/tools
OKRs to enhance overall customer satisfaction
- ObjectiveEnhance overall customer satisfaction
- KRIncrease the rate of resolved customer issues within 24 hours by 30%
- Implement comprehensive customer service training programs
- Hire additional customer support staff
- Incorporate effective ticketing system software
- KRDecrease customer complaint rates by 15%
- Develop more effective complaint resolution processes
- Implement thorough training for customer service representatives
- Increase quality control measures for products/services
- KRIncrease customer satisfaction survey scores by 25%
- Enhance product or service quality
- Improve customer service training for staff
- Implement follow-up strategies post customer interactions
OKRs to enhance superior customer support to VIP clients
- ObjectiveEnhance superior customer support to VIP clients
- KRIncrease client satisfaction score to 90% for VIPs
- Improve product/service quality based on feedback
- Implement personalized customer service for VIP clients
- Regularly request and analyze VIP client feedback
- KRAchieve first-response times under 2 hours for all VIP client inquiries
- Implement a priority system for VIP client inquiries
- Establish dedicated response teams for VIP clients
- Train staff on quick and efficient response techniques
- KRReduce VIP client complaint rate by 20%
- Implement customized training on VIP client servicing for staff
- Enhance VIP client communication and response times
- Regularly review and improve VIP client service process
OKRs to enhance customer retention to affirm product-market fit
- ObjectiveEnhance customer retention to affirm product-market fit
- KRReduce customer churn rate by 15%
- Implement customer satisfaction surveys to identify pain points
- Enhance customer support for better service quality
- Offer loyalty programs or customer retention incentives
- KRIncrease repeat purchase rate by 20%
- Implement customer feedback for better service and satisfaction
- Improve product quality to encourage repeat purchases
- Enhance customer loyalty via reward schemes or discount programs
- KRImprove customer satisfaction score by 10 points
- Increase response time and improve complaint resolution procedure
- Implement training programs addressing customer dissatisfaction issues
- Conduct regular surveys to understand customer needs and satisfaction level
OKRs to achieve an 80% first contact resolution (FCR) across all inboxes
OKRs to enhance customer-centric approach in service delivery
- ObjectiveEnhance customer-centric approach in service delivery
- KRImplement at least 3 customer feedback suggestions into operations
- Implement changes into daily operations
- Identify useful suggestions from customer feedback
- Develop a plan to incorporate these suggestions
- KRDecrease service complaint cases by 15%
- Implement intensive training on customer handling for service staff
- Monitor and evaluate all service processes regularly
- Introduce comprehensive quality control measures
- KRIncrease customer satisfaction scores by 20%
- Provide thorough product training for customer support team
- Establish a more efficient issue resolution process
- Implement regular customer feedback surveys
OKRs to increase Internal Customer NPS
- ObjectiveIncrease Internal Customer NPS
- KRImplement at least two new initiatives to enhance internal customer experience
- Develop a comprehensive internal knowledge base to streamline information access and retrieval
- Create a dedicated internal customer support team to provide timely assistance
- Implement regular training sessions to enhance communication and problem-solving skills
- Conduct a survey to gather feedback and identify areas for improvement
- KRAchieve a 10% increase in internal customer NPS score
- Conduct a survey to identify pain points and areas for improvement
- Regularly communicate updates on actions taken based on customer feedback
- Provide training to employees to improve customer service skills
- Implement feedback loops to address customer concerns and gather suggestions
- KRReduce internal customer complaints by 20% through proactive resolution and improved service
- Streamline processes and ensure effective coordination among different departments
- Implement a feedback system to identify potential issues and address them promptly
- Conduct regular training sessions to improve communication and problem-solving skills
- Establish quality control measures to track and monitor customer satisfaction levels
- KRIncrease internal customer satisfaction survey participation rate by 15%
- Conduct regular meetings to communicate the importance of survey participation to employees
- Offer an incentive or reward for employees who actively participate in the survey
- Send personalized email reminders to employees to complete internal customer satisfaction survey
- Simplify the survey process by making it easily accessible and user-friendly
OKRs to boost CSAT, CES, and NPS scores via chat channel
- ObjectiveBoost CSAT, CES, and NPS scores via chat channel
- KRIncrease CSAT score by 15% through improving chat-response efficiency
- Regularly analyze chat data to identify bottlenecks
- Train customer service reps for faster issue resolution
- Implement a chatbot for instant, accurate responses to common queries
- KRAchieve a 20% rise in NPS score by refining chat support quality
- Regularly review and update chat scripts for clarity
- Implement chat support training on customer service skills
- Introduce a quality assurance process for chat interactions
- KRDecrease CES by 10% by enhancing chat interface usability
- Simplify chat interface design for seamless navigation
- Improve response speed within the chat interface
- Provide clear instructions and tooltips on chat features
OKRs to successfully launch 20 e-services online
- ObjectiveSuccessfully launch 20 e-services online
- KRSuccessfully pilot test 5 e-services leading to a bug-free launch
- Fix identified issues following feedback for a bug-free launch
- Gather a targeted focus group for pilot testing feedback
- Develop beta versions of all 5 e-services for testing purposes
- KRFinalize operational plans for 10 e-services by end of month 2
- Review and update draft plans for all 10 e-services
- Approve and finalize all e-service operational plans
- Assign responsibilities for service implementation and management
- KRAchieve 90% user satisfaction rate on the first 10 e-services deployed
- Provide effective and quick customer support
- Implement frequent user feedback surveys on e-services
- Improve e-service interface design for increased usability
Quality Support 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
The rules of OKRs are simple. Quarterly OKRs should be tracked weekly, and yearly OKRs should be tracked monthly. 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 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 Quality Support OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to improve Advisory NPS through baseline measurement and analysis
- OKRs to strengthen sales representatives' client relationships
- OKRs to enhance the quality of prospective business leads
- OKRs to boost annual sales figures by 15%
- OKRs to accelerate client acquisition through our lead magnet
- OKRs to enhance effectiveness and efficiency of T2 support agents