Discover Tability: the AI platform that turns OKRs into resultsLearn more →

OKR template to improve customer support quality

public-lib · Published over 1 year ago

Your OKR template

The OKR titled "Improve customer support quality" lays out a strategic plan to provide better service to customers. The objectives to fulfil the main aim revolve around decreasing response time to inquiries, enhancing customer satisfaction, and intensifying staff training. It also emphasizes increasing the first-call resolution rate which demonstrates a commitment to resolving issues promptly.

The objective to reduce average response time to customer inquiries by 20% is backed by initiatives such as updating inquiry response templates, streamlining communication processes and implementing a chatbot. Training customer service agents to improve their efficiency also forms part of the strategy to minimize response times.

The second objective targets raising the customer satisfaction rate to 4.8 out of 5. To achieve this, the plan suggests implementing targeted initiatives, conducting surveys, analyzing survey results, and monitoring customer satisfaction metrics. These steps are designed to gather feedback, identify areas for improvement, and continuously adjust plans based on these findings.

The final objective focuses on enhancing the support staff's product knowledge through a comprehensive training program. Similarly, the aim to increase the first-call resolution rate to 90% also involves training agents in addition to improving communication channels, analyzing customer feedback and strengthening documentation resources.
  • ObjectiveObjectiveImprove customer support quality
  • Key ResultKRReduce average response time to customer inquiries by 20%
  • TaskRegularly review and update customer inquiry response templates to ensure accuracy and effectiveness
  • TaskStreamline the customer inquiry process by optimizing communication channels and eliminating unnecessary steps
  • TaskImplement a user-friendly chatbot to answer common customer inquiries instantly
  • TaskTrain customer service agents to improve their efficiency and speed in responding to inquiries
  • Key ResultKRIncrease average customer satisfaction rating to 4.8 out of 5
  • TaskImplement targeted initiatives to address the identified areas of improvement
  • TaskConduct a comprehensive survey to gather feedback from customers
  • TaskAnalyze the survey results to identify areas of improvement and prioritize action
  • TaskRegularly monitor customer satisfaction metrics and adjust initiatives accordingly
  • Key ResultKRImplement a comprehensive training program for support staff to enhance product knowledge
  • Key ResultKRIncrease the first-call resolution rate to 90%
  • TaskEnhance communication channels for timely collaboration and knowledge sharing among agents
  • TaskAnalyze customer feedback data to identify commonly recurring issues for targeted resolution strategies
  • TaskImprove documentation resources to provide agents with accurate and concise troubleshooting information
  • TaskImplement comprehensive agent training program for enhanced issue resolution skills
Use in Tability

How to edit and track OKRs with Tability

You'll probably want to edit the examples in this post, and Tability is the perfect tool for it.

Tability is an AI-powered platform that helps teams set better goals, monitor execution, and get help to achieve their objectives faster.

With Tability you can:

  • Use AI to draft a complete set of OKRs in seconds
  • Connect your OKRs and team goals to your project
  • Automate reporting with integrations and built-in dashboard

Instead of having to copy the content of the OKR examples in a doc or spreadsheet, you can use Tability’s magic importer to start using any of the examples in this page.

The import process can be done in seconds, allowing you to edit OKRs directly in a platform that knows how to manage and track goals.

Step 1. Sign up for a free Tability account

Go tohttps://tability.app/signup and create your account (it's free!)

Step 2. Create a plan

Follow the steps after your onboarding to create your first plan, you should get to a page that looks like the picture below.

Tability Import Options

Step 3. Use the magic importer

Click on Use magic import to open up the Magic Import modal.

Now, go back to the OKR examples, and click on Copy on the example that you’d like to use.

Copy from the template

Paste the content in the text import section. Don’t worry about the formatting, Tability’s AI will be able to parse it!

Importing from text

Now, just click on Import from text and let the magic happen.

Tability editor with imported content

Once your example is in the plan editor, you will be able to:

  • Edit the objectives, key results, and tasks
  • Click on the target 0 → 100% to set better target
  • Use the tips and the AI to refine your goals

Step 4. Publish your plan

Once you’re done editing, you can publish your plan to switch to the goal-tracking mode.

Publish import

From there you will have access to all the features that will help you and your team save hours with OKR reporting.

Related OKRs examples

Table of contents