OKR template to increase efficiency in customer support process
This OKR focuses on increasing the efficiency of the customer support process. Three key objectives have been planned to drive this effort. Firstly, training is to be 100% completed by the support team on the new support workflows. To achieve it, training materials are developed, organized sessions are scheduled, and the teams' application of new processes post-training is monitored.
Secondly, they aim to reduce the average ticket resolution time by 20%. Effective collaboration, improved problem-solving skills, and automation tools lead to streamlined ticket resolution. Through training sessions, communication between teams is anticipated to be enhanced, improving the overall efficiency.
The third objective revolves around increasing first-call resolution, targeting 80%. Comprehensive training for customer service representatives, investing in better CRM software, and monitoring and feedback on calls serve as initiatives for this goal. The combined effect of these three initiatives is expected to improve the rate of first-call resolutions significantly.
Finally, the score format used to measure the success of this OKR is a percentage. From start to finish, progress will be carefully recorded and reported as a percentage. This allows for a clear, concise view of the OKR's success and creates a more tangible way of communicating its results.
Secondly, they aim to reduce the average ticket resolution time by 20%. Effective collaboration, improved problem-solving skills, and automation tools lead to streamlined ticket resolution. Through training sessions, communication between teams is anticipated to be enhanced, improving the overall efficiency.
The third objective revolves around increasing first-call resolution, targeting 80%. Comprehensive training for customer service representatives, investing in better CRM software, and monitoring and feedback on calls serve as initiatives for this goal. The combined effect of these three initiatives is expected to improve the rate of first-call resolutions significantly.
Finally, the score format used to measure the success of this OKR is a percentage. From start to finish, progress will be carefully recorded and reported as a percentage. This allows for a clear, concise view of the OKR's success and creates a more tangible way of communicating its results.
Increase efficiency in customer support process
Train 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
- Reduce 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
- Increase 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