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What are Technical Support Team 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.
OKRs are quickly gaining popularity as a goal-setting framework. But, it's not always easy to know how to write your goals, especially if it's your first time using OKRs.
To aid you in setting your goals, we have compiled a collection of OKR examples customized for Technical Support Team. Take a look at the templates below for inspiration and guidance.
If you want to learn more about the framework, you can read our OKR guide online.
The best tools for writing perfect Technical Support Team 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
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.
Technical Support Team OKRs examples
We've added many examples of Technical Support Team 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 communication and technical proficiency in customer interactions
ObjectiveEnhance communication and technical proficiency in customer interactions
KRComplete advanced customer communication training with 90% score
Register for advanced customer communication training course- Successfully achieve 90% score on the final test
- Dedicate time to study and practice the coursework
- KRResolve 95% of technical issues faced by customers within first contact
- Hire and train skilled technical support specialists
- Implement effective customer issue tracking system
- Develop comprehensive resolution procedures
- KRReceive a customer satisfaction rate of at least 85% on tech-related queries
- Develop a reliable and efficient customer query response system
- Implement extensive tech training for all customer service representatives
- Regularly update FAQs and guidelines based on common tech-related queries
OKRs to implement Cloud-Ready Applications
- ObjectiveImplement Cloud-Ready Applications
- KRAchieve 99% uptime in cloud environment across all migrated applications
- Conduct regular preventive maintenance and system audits
- Implement redundant systems to prevent a single point of failure
- Monitor and resolve issues promptly with a 24/7 technical support team
- KRComplete successful migration of 1 pilot application to cloud platform
- KRDevelop and document cloud-focused architecture for 3 current key applications
- Develop cloud-focused architecture for each application
- Identify three key applications for cloud-based transformation
- Document the newly developed architectures
OKRs to enhance Webhooks Experience and Address Technical Debt
- ObjectiveEnhance Webhooks Experience and Address Technical Debt
- KRIncrease webhook delivery success rate by 10% through optimized error handling
- Enhance webhook monitoring and alerting system to promptly identify and investigate delivery failures
- Improve error response messaging to provide clear instructions for troubleshooting and resolving issues
- Analyze webhook error logs to identify common errors and create specific error handling strategies
- Implement automated retry mechanism to resend failed webhook deliveries in case of temporary errors
- KRReduce webhook response time by 20% by streamlining and optimizing the underlying technology
- KRReduce technical debt by resolving 50% of identified issues through prioritized backlog refinements
- KRImplement automated testing for webhooks to ensure compatibility and reduce regression issues
- Integrate the automated testing framework with the existing webhook infrastructure
- Continuously monitor and analyze test results to identify and address any compatibility issues
- Research and select a suitable automated testing framework for webhooks
- Develop a comprehensive test suite for webhooks to cover all possible scenarios
OKRs to enhance efficiency in outage response
- ObjectiveEnhance efficiency in outage response
- KRTrain 100% of service team on rapid problem-solving techniques
- Monitor progress and ensure completion of training
- Identify suitable rapid problem-solving training programs
- Schedule training sessions for all service team members
- KRImplement a streamlined communication system for outage reporting by end of quarter
- Research potential streamlined reporting solutions
- Identify current communication flaws in outage reporting
- Implement selected streamlined communication system
- KRDecrease the average outage resolution time by 15%
- Update or enhance existing outage resolution tools
- Implement improved troubleshooting training for technical support staff
- Streamline outage detection and reporting processes
OKRs to implement phase one of privilege access management tool replacement
- ObjectiveImplement phase one of privilege access management tool replacement
- KRDevelop detailed transition plan to ensure zero service disruptions
- Schedule and communicate transition plan to all stakeholders
- Develop contingency strategies addressing identified risks
- Identify critical services and potential disruption risks
- KRTrain 70% of IT staff on the operation of selected new access management tools
- Organize and implement the scheduled training sessions
- Choose appropriate access management tools for training
- Identify 70% of IT staff requiring access management training
- KRIdentify and assess five potential replacement tools, determining suitability by end of quarter
- Research and list five potential replacement tools
- Evaluate each tool's effectiveness and suitability
- Present findings and recommendation by the deadline
OKRs to decrease the Mean Time to Resolution (MTTR) for all incidents
- ObjectiveDecrease the Mean Time to Resolution (MTTR) for all incidents
- KRImprove technical skills, aiming for 15% faster handling of subsequent incidents
- Practice problem-solving using tech simulations
- Enroll in technical skill-enhancing workshops/courses
- Read, study and apply latest tech manuals/guides
- KRCut the average initial response time by 20%
- Automate initial responses with a well-structured bot
- Provide quick response training to customer service teams
- Implement 24/7 customer support service
- KRImplement a system that ensures 90% of incidents are first-time fixes
- Develop a robust incident reporting protocol
- Train team on comprehensive problem-solving techniques
- Incorporate quality assurance check within the process
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 improve Stability of E-commerce Platform
- ObjectiveImprove Stability of E-commerce Platform
- KRAchieve a 95% uptime rate for payment processing services by collaborating with reliable payment service providers
- KRDecrease platform downtime by 20% through infrastructure upgrades and proactive monitoring
- Upgrade critical infrastructure components to ensure better performance and increased reliability
- Establish regular maintenance and testing schedules to minimize unexpected downtime occurrences
- Implement improved monitoring systems to detect potential issues and address them proactively
- Conduct infrastructure analysis to identify areas requiring upgrades for minimizing downtime
- KRIncrease average page load speed by 15% through performance optimization techniques
- Optimize and compress images to reduce their file sizes
- Enable cache settings to store static content and speed up page loading
- Reduce server response time by optimizing database queries and code efficiency
- Minimize the number of HTTP requests by combining CSS and JavaScript files
- KRReduce customer support tickets related to technical issues by 25% through bug fixes and system improvements
- Conduct thorough analysis of customer support tickets to identify common technical issues
- Collaborate with development team to prioritize and address identified bugs for resolution
- Implement regular system maintenance and updates to prevent potential technical issues
- Enhance user interface and provide clear instructions for self-help troubleshooting on customer portal
OKRs to successful migration of accounts to the new portal
- ObjectiveSuccessful migration of accounts to the new portal
- KRTrain 90% of customers on the new portal's usage and features by end of the quarter
- Follow up with customers post-webinar to assess learning and reinforce training
- Develop comprehensive training materials for the new portal's usage and features
- Schedule and conduct training webinars for customers on new portal
- KRAchieve 70% accounts migration within the first month of the quarter
- Monitor migration process, rectify any issues promptly
- Identify all transition-ready accounts for migration
- Develop and implement a comprehensive migration strategy
- KRMinimize migration-related customer complaints to less than 5%
- Provide detailed migration guide to customers
- Implement comprehensive pre-migration customer communication
- Enhance post-migration customer support services
OKRs to enhance the quality and comprehensibility of technical documentation
- ObjectiveEnhance the quality and comprehensibility of technical documentation
- KRImprove user-satisfaction score regarding documentation clarity by 25%
- Revise and simplify technical language in existing documentation
- Collect user feedback regularly to pinpoint confusion
- Input visual aids to enhance document comprehensibility
- KRIncrease documentation completeness by 30%
- Conduct comprehensive review of existing documents for gaps
- Allocate resources for completing incomplete documents
- Establish system to maintain document updates
- KRConduct bi-weekly documentation review and update to ensure current and error-free information
- Evaluate and rectify any errors in the documentation
- Update outdated sections of the document
- Set a bi-weekly schedule for documentation reviews
- KRReduce customer support queries about product functionality by 20%
- Conduct regular user experience testing for feedback
- Launch an online FAQ page on product functionality
- Improve product user manual for clarity and comprehensiveness
Technical Support Team 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
Having too many OKRs is the #1 mistake that teams make when adopting the framework. The problem with tracking too many competing goals is that it will be hard for your team to know what really matters.
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
Setting good goals can be challenging, but without regular check-ins, your team will struggle to make progress. We recommend that you track your OKRs weekly to get the full benefits from the framework.
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
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
Spreadsheets are enough to get started. Then, once you need to scale you can use 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 Technical Support Team OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to enhance data-driven decision making using shopper data
- OKRs to enhance efficiency and accuracy in payroll metrics
- OKRs to accelerate initiation of new business quotes
- OKRs to enhance the performance and productivity of the graphic designer
- OKRs to ensure High Uptime
- OKRs to enhance travel agent business through video competition