OKR template to improve Service Desk's first contact resolution rate
This OKR is focused on boosting the Service Desk's initial response resolution rate. Implementing service desk software that can reduce response time by twenty percent is the main objective. To achieve this, the business will need to research different software solutions, install the chosen software, and keep track of its effectiveness.
The second objective involves enhancing the Service Desk team's training. A 30% increase in training programs aims to lift the first contact issue resolution rate. This would entail identifying areas that need improvement in the current training system, executing and assessing the improved programs, and developing new programs to address any uncovered areas.
The final objective is to refine the feedback system to increase first-contact case resolutions by 15%. To achieve this, training will be administered on how to efficiently handle feedback for first-contact resolution. A mandatory activity for customer feedback collection after resolving cases will be introduced, along with optimizations to the case management system for faster closures based on this feedback.
In summary, this OKR aims to significantly increase the Service Desk's first contact resolution rate by bringing in software solutions, providing enhanced training to staff, and refining the feedback system, all of which will cumulatively lead to improved service desk efficiency.
The second objective involves enhancing the Service Desk team's training. A 30% increase in training programs aims to lift the first contact issue resolution rate. This would entail identifying areas that need improvement in the current training system, executing and assessing the improved programs, and developing new programs to address any uncovered areas.
The final objective is to refine the feedback system to increase first-contact case resolutions by 15%. To achieve this, training will be administered on how to efficiently handle feedback for first-contact resolution. A mandatory activity for customer feedback collection after resolving cases will be introduced, along with optimizations to the case management system for faster closures based on this feedback.
In summary, this OKR aims to significantly increase the Service Desk's first contact resolution rate by bringing in software solutions, providing enhanced training to staff, and refining the feedback system, all of which will cumulatively lead to improved service desk efficiency.
Improve Service Desk's first contact resolution rate
Implement service desk software to reduce response time by 20%
Implement and monitor the software usage
Evaluate different service desk software options
Train the staff on the selected software
Increase staff training programs by 30% to enhance first contact issue resolution
Identify areas in current training needing improvement
Implement and evaluate these programs
Develop new training programs covering those areas
Improve feedback system to close 15% more cases on first contact
Conduct training on handling feedback efficiently for first-contact resolution
Implement a mandatory customer feedback feature on resolved cases
Optimize the case management system for faster closure based on feedback