OKR template to enhance effectiveness and efficiency of T2 support agents
Your OKR template
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.
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
How to edit and track OKRs with Tability
You'll probably want to edit the examples in this post, and Tability is the perfect tool for it.
Tability is an AI-powered platform that helps teams set better goals, monitor execution, and get help to achieve their objectives faster.
With Tability you can:
- Use AI to draft a complete set of OKRs in seconds
- Connect your OKRs and team goals to your project
- Automate reporting with integrations and built-in dashboard
Instead of having to copy the content of the OKR examples in a doc or spreadsheet, you can use Tability’s magic importer to start using any of the examples in this page.
The import process can be done in seconds, allowing you to edit OKRs directly in a platform that knows how to manage and track goals.
Step 1. Sign up for a free Tability account
Go tohttps://tability.app/signup and create your account (it's free!)
Step 2. Create a plan
Follow the steps after your onboarding to create your first plan, you should get to a page that looks like the picture below.
Step 3. Use the magic importer
Click on Use magic import to open up the Magic Import modal.
Now, go back to the OKR examples, and click on Copy on the example that you’d like to use.
Paste the content in the text import section. Don’t worry about the formatting, Tability’s AI will be able to parse it!
Now, just click on Import from text and let the magic happen.
Once your example is in the plan editor, you will be able to:
- Edit the objectives, key results, and tasks
- Click on the target 0 → 100% to set better target
- Use the tips and the AI to refine your goals
Step 4. Publish your plan
Once you’re done editing, you can publish your plan to switch to the goal-tracking mode.
From there you will have access to all the features that will help you and your team save hours with OKR reporting.
- 10+ built-in dashboards to visualise progress on your goals
- Weekly reminders, data connectors, and smart notifications
- 9 views to map OKRs to strategic projects
- Strategy map to align teams at scale