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What are Customer Support Efficiency 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.
Writing good OKRs can be hard, especially if it's your first time doing it. You'll need to center the focus of your plans around outcomes instead of projects.
We have curated a selection of OKR examples specifically for Customer Support Efficiency 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.
The best tools for writing perfect Customer Support Efficiency OKRs
Here are 2 tools that can help you draft your OKRs in no time.
Tability AI: to generate OKRs based on a prompt
Tability AI allows you to describe your goals in a prompt, and generate a fully editable OKR template in seconds.
- 1. Create a Tability account
- 2. Click on the Generate goals using AI
- 3. Describe your goals in a prompt
- 4. Get your fully editable OKR template
- 5. Publish to start tracking progress and get automated OKR dashboards
Watch the video below to see it in action 👇
Tability Feedback: to improve existing OKRs
You can use Tability's AI feedback to improve your OKRs if you already have existing goals.
- 1. Create your Tability account
- 2. Add your existing OKRs (you can import them from a spreadsheet)
- 3. Click on Generate analysis
- 4. Review the suggestions and decide to accept or dismiss them
- 5. Publish to start tracking progress and get automated OKR dashboards
![AI feedback for OKRs in Tability](https://tability-templates-v2.vercel.app/_next/static/media/feedback_ai_tability.08ced31b.png)
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.
Customer Support Efficiency OKRs examples
You will find in the next section many different Customer Support Efficiency Objectives and Key Results. We've included strategic initiatives in our templates to give you a better idea of the different between the key results (how we measure progress), and the initiatives (what we do to achieve the results).
Hope you'll find this helpful!
OKRs to increase efficiency in customer support process
ObjectiveIncrease efficiency in customer support process
KRTrain 100% of support team on new support process workflows
Monitor staff's application of new processes post-training
Schedule mandatory training sessions for support team
Develop comprehensive training materials on new workflows
KRReduce average ticket resolution time by 20%
Improve collaboration and communication within teams
Implement training sessions to enhance problem-solving skills
Streamline ticket resolution process with automation tools
KRIncrease first-call resolution rate to 80%
Implement comprehensive training for customer service representatives
Invest in improved CRM software for customer tracking
Monitor calls and provide feedback for continuous improvement
OKRs to accelerate resolution of customer support tickets
ObjectiveAccelerate resolution of customer support tickets
KRIncrease support team's ticket processing efficiency by 20%
Invest in efficient ticket management software
Implement ticket prioritization strategies to expedite urgent requests
Conduct training sessions on troubleshooting common issues
KRImplement a knowledge base to facilitate 15% of ticket self-resolution
Implement these solutions into a searchable knowledge base
Develop comprehensive, easy-to-understand solutions
Identify common issues from past customer tickets
KRDecrease average ticket response time by 30%
Increase availability of customer service staff
Train staff in efficient troubleshooting techniques
Implement a ticket prioritization system
OKRs to enhance the efficiency of the Cloud Support Team
ObjectiveEnhance the efficiency of the Cloud Support Team
KRReduce the average response time to customer queries by 20%
Implement comprehensive staff training for efficient query solution
Allocate more resources towards customer service management
Enhance customer service software for faster responses
KRImplement three new measures for proactive issue identification and resolution
Train team members on the new measures
Identify potential problems through risk assessment analysis
Develop procedures for efficient issue resolution
KRIncrease customer satisfaction score for support tickets by 30%
Implement thorough training for support team on customer service skills
Regularly solicit feedback to improve support services
Develop a system for prompt response to support tickets
OKRs to streamline Operational Efficiency
ObjectiveStreamline Operational Efficiency
KRReduce customer support ticket resolution time by 25% by implementing self-service resources and improving response processes
Regularly analyze customer feedback to identify trends and continuously improve response processes
Implement chatbots to provide immediate and automated responses to common customer queries
Streamline ticket triage and routing processes to ensure faster response times
Develop a comprehensive self-service knowledge base with frequently asked questions and guides
KRAchieve a 15% cost reduction in supply chain management through vendor negotiation and procurement efficiency
Streamline procurement processes by implementing automation and digitization tools
Establish clear performance metrics and regularly review vendors' performance to ensure efficiency and cost-effectiveness
Explore alternative suppliers and evaluate their pricing and terms to maximize cost savings
Conduct a thorough analysis of current vendors' pricing and identify potential negotiation opportunities
KRIncrease employee adoption of new software tools by 30% through comprehensive training and improved user experience
KRDecrease average time spent on administrative tasks by 20% through automation and process optimization
OKRs to enhance effectiveness and efficiency of T2 support agents
ObjectiveEnhance effectiveness and efficiency of T2 support agents
KRImprove customer satisfaction scores by 20% post-support interaction
Regularly review and act upon customer feedback
Train support staff in advanced customer service techniques
Implement detailed post-support satisfaction surveys
KRReduce average ticket resolution time by 15%
Introduce productivity tools for speedier resolution
Streamline ticket sorting and prioritizing process
Implement regular training to improve team’s problem-solving skills
KRIncrease percentage of issues resolved on first contact to 70%
Regularly review and improve troubleshooting methods
Develop clear guidelines for issue resolution
Implement comprehensive training for customer service representatives
OKRs to cut down outstanding ticket backlog substantially
ObjectiveCut down outstanding ticket backlog substantially
KRTrain team to handle complex tickets, increasing resolution speed by 15%
Introduce incentives for quick and efficient ticket resolution
Monitor team progress and provide constructive feedback
Implement advanced customer service training for team members
KRDecrease existing ticket backlog by 30%
Implement a productive shift rotation for ongoing support
Improve ticket first-time resolution rate through training
Prioritize tickets based on urgency and workload capacity
KRImplement streamlined ticket response system boosting efficiency by 20%
Monitor changes and assess the efficiency increase
Evaluate current ticket response system for inefficiencies
Research and implement a more efficient ticket response system
OKRs to boost CSAT, CES, and NPS scores via chat channel
ObjectiveBoost CSAT, CES, and NPS scores via chat channel
KRIncrease CSAT score by 15% through improving chat-response efficiency
Regularly analyze chat data to identify bottlenecks
Train customer service reps for faster issue resolution
Implement a chatbot for instant, accurate responses to common queries
KRAchieve a 20% rise in NPS score by refining chat support quality
Regularly review and update chat scripts for clarity
Implement chat support training on customer service skills
Introduce a quality assurance process for chat interactions
KRDecrease CES by 10% by enhancing chat interface usability
Simplify chat interface design for seamless navigation
Improve response speed within the chat interface
Provide clear instructions and tooltips on chat features
OKRs to boost efficiency and effectiveness of Prod Support/Service desk
ObjectiveBoost efficiency and effectiveness of Prod Support/Service desk
KRImplement a training program to enhance technical skills of support staff by 35%
Implement training program and monitor progress
Define key technical skills needing enhancement among support staff
Select or design a comprehensive training program
KRReduce average ticket resolution time by 25%
Implement mandatory customer service efficiency training for all staff
Integrate AI-based automation tools in ticket resolution process
Streamline communication channels between departments
KRIncrease customer satisfaction rates related to issue resolution by 15%
Implement weekly training on conflict resolution for customer service representatives
Regularly monitor and improve the issue resolution process
Develop an efficient, user-friendly online system for complaint submission
OKRs to improve efficiency and success rate of the technical sales support team
ObjectiveImprove efficiency and success rate of the technical sales support team
KRIncrease customer satisfaction rate by 20%
Implement a comprehensive customer service training program
Regularly update product or service based on customer feedback
Launch a customer loyalty and rewards program
KRAchieve a 15% reduction in response and resolution times
Implement automated responses for commonly raised issues
Assign urgent cases to seasoned team members
Conduct regular team performance evaluations and feedback
KRBoost upselling success rate by 10%
Monitor and reward sales team members who successfully upsell products
Identify top-selling products and strategically promote them
Implement training programs focusing on upselling techniques for sales staff
OKRs to enhance efficiency and productivity as a virtual assistant
ObjectiveEnhance efficiency and productivity as a virtual assistant
KRReduce task completion time by 30% employing time management techniques
Set realistic, achievable goals for task completion
Implement productivity tools to better monitor task progress
Prioritize tasks based on urgency and importance
KRComplete online certification in assistance automation tools by end of next quarter
Research viable online courses in assistance automation tools
Complete and pass all course requirements for certification
Enroll in a chosen course and schedule study hours
KRAchieve 98% customer satisfaction score through improved support services
Regularly analyze and update support procedures for efficiency
Implement customer feedback system to prioritize improvements
Train support staff in advanced customer service techniques
Customer Support Efficiency 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.
Save hours with automated OKR dashboards
![AI feedback for OKRs in Tability](https://tability-templates-v2.vercel.app/_next/static/media/OKR_dashboard.a905853d.png)
Quarterly OKRs should have weekly updates to get all the 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
We recommend using a spreadsheet for your first OKRs cycle. You'll need to get familiar with the scoring and tracking first. Then, you can scale your OKRs process by using Tability to save time with automated OKR dashboards, data connectors, and actionable insights.
How to get Tability dashboards:
- 1. Create a Tability account
- 2. Use the importers to add your OKRs (works with any spreadsheet or doc)
- 3. Publish your OKR plan
That's it! Tability will instantly get access to 10+ dashboards to monitor progress, visualise trends, and identify risks early.
More Customer Support Efficiency OKR templates
We have more templates to help you draft your team goals and OKRs.