A presentation on the role of goal setting for Call Center Teams, including relevant examples for every role.

1. The BetterWorks OKR Examples
CALL CENTER

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In today’s fast-paced workplace, having an accurate measure of
progress towards your goals is critical for knowing what you’ve done,
how you’re doing and what you have to do next. Measurable OKRs not
only keep teams aligned and individuals accountable, but also lead to
higher performance within the company.
Think of this through the lens of fitness wearables: Fitbit users take
43% more steps than non-Fitbit users. Why? Turns out that just making
goal data and progress available to an individual and their peers is
motivational for doing more.
Different jobs call for vastly different types of goals, so we’ve created
specific OKR examples for major roles within Sales. At BetterWorks,
we believe setting good OKRs is easy if you start with the five Goal
Science™ pillars: connected, supported, adaptable, progress-based and
aspirational. As you’ll see, the OKR examples we provide follow these
pillars to ensure that your team’s goals are on the path to success.
To make these examples even more valuable, we’ve divided them
into two categories: objectives and key results. The examples are
not intended to be complete packages of objectives and key results.
Instead, you can choose which cross section of examples is best for
you, or simply use our examples as a guide as you begin setting OKRs.
Chairman of Kleiner Perkins (and BetterWorks board member), John
Doerr, believes that there are three words that make or break goals:
“as measured by”. So a simple rubric for good OKRs is as follows:
I will ________ as measured by ____________.

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Secure office space for new call
center by end of March
• Select a region where the call center should be located by
end of January
• Sign a lease on new office space by end of February
• Completely furnish and setup office space by end of March
Rollout new customer service
process to support the business
by end of March
Hire and train 12 new
customer service employees
by end of March
• Get agreement from key stakeholders on an appropriate SLA by end
of January
• Create new program for gathering and monitoring feedback by
February 15
• Develop and train employees on a new script for the top 10 reasons
customers contact the call center by end of March
• Hire 2 new managers for the Customer Service team by January 25
• Hire 10 new Customer Service Representatives by February 5
• Ensure all new hires attend employee on-boarding program by
February 20
• Attend customer service meetup by end of March
Head of Call Center Management
ROLE
GOAL AS MEASURED BY
Develop and train employees
on a new script for the top 10
reasons customers contact the
call center by end of March
• Work with Analytics team to identify top 10 reasons customers
contact the call center by end of January
• Work with Marketing team to create 3 new scripts by end of February
• Ensure all Customer Service Representatives are trained and certified
on new scripts by end of March
Call Center Manager
ROLE
GOAL AS MEASURED BY

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Become certified on 10 new
scripts by end of March
• Attend training on new scripts by February 15
• Practice new scripts with 5 different co-workers by end of February
• Receive certification from manager on new scripts by end of March
Call Center Representative
ROLE
GOAL AS MEASURED BY
Receive a 90%+ rating in
customer satisfaction for Q1
Develop new process for
inbound customer calls
by end of March
• Answer 95%+ of calls within defined SLA in Q1
• Offer a free discount to 50 customers who call in with a
complaint in Q1
• Have manager shadow 10 calls and provide feedback by
end of January
• Meet with co-workers to identify 10 pain points or
inefficiencies by end of January
• Review the 20 calls that took the most time to assist a
customer by end of January
• Present new process to manager by end of March
Create a program for gathering
and monitoring feedback from
customers by February 15
Ensure 95% of all calls are
answered within the new SLA
within Q1
• Meet with 3 vendors to identify a new feedback gathering
platform by end of January
• Sign a new vendor to gather feedback by January 15
• Launch new program and begin tracking results by February 15
• Conduct efficiency training with all Customer Service Representatives
by end of January
• Update online FAQs to reduce incoming call volume by end of January
• Adjust schedules of employees to ensure peak hours are well staffed
by end of February
GOAL AS MEASURED BY

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Goal Science®Thinking
About BetterWorks
The BetterWorks platform is designed for today’s workforce by applying
five Goal Science(R) pillars, based on proven goal setting practices and
organizational research.
BetterWorks provides enterprise software to easily manage collaborative
goals and lightweight performance conversations. Its platform is built on
Goal Science insights and operational research to help high-performing
companies align and engage their teams, execute more effectively and
ultimately become more successful.
Connected Supported Progress-based Adaptable Aspirational
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