OKR template to enhance effectiveness and efficiency of T2 support agents
This OKR focuses on boosting the performance of Tier 2 (T2) support agents. The main goal is exploring strategic initiatives to enhance the agents' effectiveness and efficiency. The key objective is improving customer satisfaction scores by 20% following support interactions.
The second objective aims to reduce the average ticket resolution time by 15%. This intends to reduce time spent on solving customer issues, thereby increasing productivity. Specific initiatives to achieve this include the introduction of productivity tools, streamlining ticket sorting processes and providing regular training.
The final objective targets an increase in the percentage of problems resolved during the first contact to 70%. This will decrease follow-ups, increasing the support team's efficiency. Initiatives outlined include reviewing and improving troubleshooting methods, developing guidelines for issue resolution and more comprehensive training.
Achieving these objectives requires constant review of customer feedback, training of support staff in advanced service techniques, implementation of post-support satisfaction surveys, and clear guidelines for issue resolution. This, in turn, promises a boost in overall customer satisfaction and ensures a more effective and efficient T2 support team.
The second objective aims to reduce the average ticket resolution time by 15%. This intends to reduce time spent on solving customer issues, thereby increasing productivity. Specific initiatives to achieve this include the introduction of productivity tools, streamlining ticket sorting processes and providing regular training.
The final objective targets an increase in the percentage of problems resolved during the first contact to 70%. This will decrease follow-ups, increasing the support team's efficiency. Initiatives outlined include reviewing and improving troubleshooting methods, developing guidelines for issue resolution and more comprehensive training.
Achieving these objectives requires constant review of customer feedback, training of support staff in advanced service techniques, implementation of post-support satisfaction surveys, and clear guidelines for issue resolution. This, in turn, promises a boost in overall customer satisfaction and ensures a more effective and efficient T2 support team.
Enhance effectiveness and efficiency of T2 support agents
Improve 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
- Reduce 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
- Increase 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