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.