OKR template to improve overall customer satisfaction in sales operations

public-lib · Published 2 months ago

The OKR titled "Improve overall customer satisfaction in sales operations" focuses on enhancing the quality of customer interactions in the sales domain. The major goal it sets to achieve a first-contact resolution rate of 95%. This primarily means resolving customer issues during the first interaction itself.

To achieve this objective, several initiatives are proposed including comprehensive training programs for customer service representatives, using analytics to track and improve contact resolution rates, and a regular review of support scripts guidelines. These initiatives aim to equip the service reps with necessary skills and arm them with real-time data to aid decision-making.

Simultaneously, another key aspect of the given OKR is the goal to increase the customer satisfaction scores by 20%. This is to be accomplished through regular collection and utility of customer feedback, creating a responsive complaint resolution process, and expanding the scope of customer service training.

Lastly, the OKR also aims at reducing customer complaints by 15%. This involves enhancing the after-sales service and support, regular review and improvement in product quality, and rigorous staff training on better customer interaction. This approach highlights the importance of active interaction with customers and constant refinement of product quality.
  • ObjectiveImprove overall customer satisfaction in sales operations
  • Key ResultAchieve a 95% first contact resolution rate
  • TaskImplement comprehensive training programs for customer service reps
  • TaskUse analytics to track and improve contact resolution rates
  • TaskRegularly review and update support scripts guidelines
  • Key ResultIncrease customer satisfaction scores by 20%
  • TaskRegularly collect and utilize customer feedback
  • TaskDevelop a more responsive complaint resolution process
  • TaskImplement more comprehensive customer service training
  • Key ResultReduce customer complaints by 15%
  • TaskEnhance after-sales service and support
  • TaskRegularly review and improve product quality
  • TaskImplement rigorous staff training on customer interaction
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