OKR template to improve Service Desk's first contact resolution rate
Your OKR template
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.
ObjectiveImprove Service Desk's first contact resolution rate
KRImplement 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
- KRIncrease 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
- KRImprove 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
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