OKR template to improve SOC service level agreement performance by the resolver team
Your OKR template
The first outcome aims to increase the first-time problem resolution rate to 90%. This will be achieved through the implementation of advanced problem-solving training for customer service teams, enhancement of data collection methods for identifying recurring issues, and the development of troubleshooting guidelines and checklists.
The second outcome targets a reduction in the average response time to within 2 hours for all incoming issues. This will be accomplished by hiring additional customer service staff, implementing a more effective ticketing system, and training the team in rapid response techniques.
Lastly, the OKR also aims to achieve a 15% increase in positive customer feedback regarding resolver team solutions. This will largely be accomplished through the implementation of a feedback system that highlights positive solutions, advanced customer service training for the resolver team and improvement of resolution strategies based on customer complaints.
ObjectiveImprove SOC service level agreement performance by the resolver team
KRIncrease the rate of first-time problem resolution to 90%
Implement advanced problem-solving training for customer service teams- Enhance data collection for identifying recurring issues
- Develop robust troubleshooting guides and checklists
- KRReduce the average response time to within 2 hours for all incoming issues
- Hire additional customer service staff for issue handling
- Implement more effective ticketing system
- Train team in rapid response techniques
- KRAchieve a 15% increase in positive customer feedback on resolver team solutions
- Implement feedback system highlighting positive solutions
- Train resolver team in advanced customer service techniques
- Improve resolution strategies based on customer complaints
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