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tability.ioWhat are Ticket Resolution 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.
Formulating strong OKRs can be a complex endeavor, particularly for first-timers. Prioritizing outcomes over projects is crucial when developing your plans.
We've tailored a list of OKRs examples for Ticket Resolution Team to help you. You can look at any of the templates below to get some inspiration for your own goals.
If you want to learn more about the framework, you can read our OKR guide online.
Ticket Resolution Team OKRs examples
You'll find below a list of Objectives and Key Results templates for Ticket Resolution Team. We also included strategic projects for each template to make it easier to understand the difference between key results and projects.
Hope you'll find this helpful!
OKRs to improve ticket resolution process in DACH region
ObjectiveImprove ticket resolution process in DACH region
KRImplement effective process in 95% of DACH tickets
Develop clear, concise guidelines for handling DACH tickets- Monitor and evaluate ticket resolution success rates
- Train staff on new ticket handling procedures
- KRDecrease average ticket resolution time by 25%
- Implement more efficient ticket sorting and prioritization systems
- Train team in advanced problem-solving techniques
- Introduce automation wherever possible
- KRIncrease customer satisfaction with resolution process by 30%
- Implement a comprehensive training program for customer service representatives
- Develop and introduce a streamlined, multi-channel complaint resolution system
- Conduct surveys to identify areas of dissatisfaction in the resolution process
OKRs to streamline ticket resolution process in DACH region
- ObjectiveStreamline ticket resolution process in DACH region
- KRReduce average ticket resolution time by 30%
- Implement more efficient ticket handling procedures
- Provide advanced problem-solving training to staff
- Introduce effective ticket prioritization system
- KRTrain 100% of the support team on new procedural changes
- Create comprehensive training materials for the procedural changes
- Schedule company-wide trainings for support team
- Track and confirm individual completions
- KRImplement standard procedures for 90% of common issues
- Develop standard procedures to address these issues
- Identify the top common issues affecting the business
- Train staff on implementing these procedures
OKRs to implement process for quicker ticket resolution in DACH region
- ObjectiveImplement process for quicker ticket resolution in DACH region
- KRReduce average ticket resolution time by 30% through improved processes
- Improve training on problem-solving strategies
- Implement more efficient ticket prioritization system
- Automate routine tasks using AI technology
- KRTrain 90% of customer service reps in new resolution process for effective implementation
- Schedule and execute training sessions for identified customer service reps
- Identify who needs training in the new resolution process
- Develop concise, appropriate training materials for the resolution process
- KRStandardize 80% of ticket types for straightforward troubleshooting by the end of the quarter
- Develop standardized responses for common issues
- Implement process across customer service team
- Identify and categorize current ticket types
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 streamline ticket response and resolution processes
- ObjectiveStreamline ticket response and resolution processes
- KRTrain 80% of the support staff on new resolution strategies
- Identify support staff requiring training in new resolution strategies
- Develop comprehensive strategy-focused training program
- Implement the training program among identified staff
- KRImprove resolution rate by 30% on first contact
- Continually update first-contact resolution strategies based on feedback
- Train staff on possible incoming inquiries and effective resolution methods
- Implement efficient tracking and reporting systems for resolutions
- KRReduce average ticket response time by 40%
- Monitor response time regularly and address delays
- Implement automated responses for common issues
- Train staff on efficient customer service response techniques
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 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 enhance incident ticket resolution and management
- ObjectiveEnhance incident ticket resolution and management
- KRImplement a system to categorize and prioritize incidents for faster resolution
- Implement the system and train team on proper usage
- Develop a categorization and prioritization system
- Identify different categories and priority levels for incidents
- KRIncrease first call resolution rate to 80% from the current figure
- Implement customer service training emphasizing first call resolutions
- Regularly monitor and evaluate agent performance
- Review and update relevant call scripts and procedures
- KRReduce average ticket resolution time by 30%
- Set key performance indicators for resolution times
- Train staff in advanced problem-solving
- Implement a more efficient ticket prioritization system
OKRs to enhance satisfaction levels of IT Service Desk
- ObjectiveEnhance satisfaction levels of IT Service Desk
- KRAchieve a first-contact resolution rate of 80%
- Develop an efficient customer complaint system
- Regularly review and improve resolution strategies
- Implement thorough training for customer service reps
- KRIncrease CSAT scores by 20%
- Introduce rewards program for exceptional customer service
- Improve customer service training programs for better service delivery
- Implement customer feedback system to identify improvement areas
- KRReduce ticket resolution time by 15%
- Assign dedicated teams to address frequent issues
- Establish a knowledge base for common queries
- Implement and train staff on a new ticket prioritization system
OKRs to decrease customer issue resolution time by 20%
- ObjectiveDecrease customer issue resolution time by 20%
- KRImplement new ticketing system to streamline support process in 4 weeks
- Create a system implementation and training plan
- Research and select appropriate ticketing system software
- Execute the plan and monitor its effectiveness
- KRIncrease first-contact resolution rate to 75% from current rate
- Monitor and adjust strategies based on resolution rates
- Implement specialized training to address identified issues
- Analyze recent unresolved customer interactions for common issues
- KRTrain customer support staff in issue escalation and resolution techniques
- Schedule regular role-play exercises to simulate escalation scenarios
- Conduct a needs assessment for escalation training among support staff
- Develop a comprehensive training curriculum on issue resolution techniques
How to write your own Ticket Resolution Team 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 OKRsTability 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.
Ticket Resolution 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
Focus can only be achieve by limiting the number of competing priorities. It is crucial that you take the time to identify where you need to move the needle, and avoid adding business-as-usual activities to your 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
Having good goals is only half the effort. You'll get significant more value from your OKRs if you commit to a weekly check-in process.
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 Ticket Resolution Team OKRs
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 a proper OKR platform to make things easier.
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 Ticket Resolution Team OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to reduce IT support response time by 20%
- OKRs to strengthen weekly and monthly performance review efficiency and consistency
- OKRs to boost engagement through strategic social media listening and talking
- OKRs to enhance and scale up pilot training programs
- OKRs to enhance the customer advocacy program
- OKRs to increase quality assurance effectiveness and efficiency