OKR template to enhance incident ticket resolution and management
The overall goal of this OKR is to improve incident ticket resolution and management. In order to achieve this, a system that categorizes and prioritizes incidents for faster resolution will be implemented. The system will need to be developed, and the team will require training on its proper usage.
The second objective is to increase first call resolution rates to 80% from the current state. Emphasis will be on implementing training for customer service staff, specifically regarding first call responses. Also, close monitoring and evaluation of agent performance is expected, alongside periodic revisions of call scripts and procedures.
Another vital outcome is a 30% reduction in the average time it takes to resolve a ticket. This will be done by setting key performance indicators for resolution times. Moreover, there will be advanced problem-solving training for staff and the implementation of a more time-efficient system to prioritize tickets.
To summarize, this OKR is about improving the system of incident management and resolution, increasing first call resolution rates, and reducing the average time taken to resolve tickets. All these initiatives aim to improve efficiency and effectiveness in incident ticket resolution within the organization.
The second objective is to increase first call resolution rates to 80% from the current state. Emphasis will be on implementing training for customer service staff, specifically regarding first call responses. Also, close monitoring and evaluation of agent performance is expected, alongside periodic revisions of call scripts and procedures.
Another vital outcome is a 30% reduction in the average time it takes to resolve a ticket. This will be done by setting key performance indicators for resolution times. Moreover, there will be advanced problem-solving training for staff and the implementation of a more time-efficient system to prioritize tickets.
To summarize, this OKR is about improving the system of incident management and resolution, increasing first call resolution rates, and reducing the average time taken to resolve tickets. All these initiatives aim to improve efficiency and effectiveness in incident ticket resolution within the organization.
Enhance incident ticket resolution and management
Implement a system to categorize and prioritize incidents for faster resolution
Implement the system and train team on proper usage- Develop a categorization and prioritization system
- Identify different categories and priority levels for incidents
- Increase first call resolution rate to 80% from the current figure
- Implement customer service training emphasizing first call resolutions
- Regularly monitor and evaluate agent performance
- Review and update relevant call scripts and procedures
- Reduce average ticket resolution time by 30%
- Set key performance indicators for resolution times
- Train staff in advanced problem-solving
- Implement a more efficient ticket prioritization system