Framing Objectives to reflect the audacious goals
- Customer Service Objectives are challenging goals that inspire the team to achieve solid progress within the desired period, typically a quarter
- Objectives are qualitative directional statements - Eg. Enhance Customer On-Boarding Experiences
- Customer Service Objectives typically include areas like-Customer Support, Customer Engagement, Customer on-boarding
Become adroit at setting Key Results with relevant KPIs
- Key Results are the means to achieve an objective (The “How to achieve”)
- Key Results should be measurable, tracked regularly, ambitious, yet achievable
- A Customer Service Key Result example would be, “Create Scripted end-user training”
Customer Service OKR Examples
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Build a High-Performance Customer Service Team
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Decrease average interactions per ticket from 4 to 2
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Decrease escalated calls from customer from 45% to 10%
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Contact at least 2 brown bag sessions per week
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Showcase Happy Customers
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Increase survey rates for the existing customers from 30% to 70%
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Initiate trust indicator column on the blog page
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Build and train the team to use customer response template to reduce wait time
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Improve the Rate of Resolving Customer Complaints
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Improve customer complaints transfer rate to respective departments by 30%
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Initiate records for customer resolution process for future references and training
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Maintain customer complaints resolution rate by 50%
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Improve Customer Engagement by Acquiring New Software
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Increase date tracking process simpler by acquiring a CRM
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Hire a 24/7 telly support team