2 Call Quality OKR examples with initiatives

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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.

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

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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

homeowner-communication call-auditing customer-service-officer quality-assurance-analyst customer-service-team quality-assurance-team

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How to write your own Call Quality OKRs

1. Get tailored OKRs with an AI

You'll find some examples below, but it's likely that you have very specific needs that won't be covered.

You can use Tability's AI generator to create tailored OKRs based on your specific context. Tability can turn your objective description into a fully editable OKR template -- including tips to help you refine your goals.

1. Go to Tability's plan editor
2. Click on the "Generate goals using AI" button
3. Use natural language to describe your goals

Tability will then use your prompt to generate a fully editable OKR template.

Watch the video below to see it in action 👇

Option 2. Optimise existing OKRs with Tability Feedback tool

If you already have existing goals, and you want to improve them. You can use Tability's AI feedback to help you.

1. Go to Tability's plan editor
2. Add your existing OKRs (you can import them from a spreadsheet)
3. Click on "Generate analysis"

Tability's Strategy Map makes it easy to see all your org's OKRs

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.

You can then decide to accept the suggestions or dismiss them if you don't agree.

Option 3. Use the free OKR generator

If you're just looking for some quick inspiration, you can also use our free OKR generator to get a template.

Unlike with Tability, you won't be able to iterate on the templates, but this is still a great way to get started.

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.

How to track your Call Quality OKRs

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, once you get comfortable you can graduate to a proper OKRs-tracking tool.

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 Quality OKR templates

We have more templates to help you draft your team goals and OKRs.

2 OKR examples for Call Quality