What are Call Resolution OKRs?
The Objective and Key Results (OKR) framework is a simple goal-setting methodology that was introduced at Intel by Andy Grove in the 70s. It became popular after John Doerr introduced it to Google in the 90s, and it's now used by teams of all sizes to set and track ambitious goals at scale.
Creating impactful OKRs can be a daunting task, especially for newcomers. Shifting your focus from projects to outcomes is key to successful planning.
We have curated a selection of OKR examples specifically for Call Resolution to assist you. Feel free to explore the templates below for inspiration in setting your own goals.
If you want to learn more about the framework, you can read our OKR guide online.
How to write your own Call Resolution OKRs
Option 1. Turn ideas into OKRs with Tability AI
While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here.
You can use Tability's AI generator to create tailored OKRs based on your specific context. Tability can turn your objective description into a fully editable OKR template -- including tips to help you refine your goals.
- 1. Go to Tability's plan editor
- 2. Click on the "Generate goals using AI" button
- 3. Use natural language to describe your goals
Tability will then use your prompt to generate a fully editable OKR template.
Watch the video below to see it in action 👇
Option 2. Optimise existing OKRs with Tability Feedback tool
If you already have existing goals, and you want to improve them. You can use Tability's AI feedback to help you.
- 1. Go to Tability's plan editor
- 2. Add your existing OKRs (you can import them from a spreadsheet)
- 3. Click on "Generate analysis"
Tability will scan your OKRs and offer different suggestions to improve them. This can range from a small rewrite of a statement to make it clearer to a complete rewrite of the entire OKR.
You can then decide to accept the suggestions or dismiss them if you don't agree.
Option 3. Use the free OKR generator
If you're just looking for some quick inspiration, you can also use our free OKR generator to get a template.
Unlike with Tability, you won't be able to iterate on the templates, but this is still a great way to get started.
Call Resolution OKRs examples
We've added many examples of Call Resolution Objectives and Key Results, but we did not stop there. Understanding the difference between OKRs and projects is important, so we also added examples of strategic initiatives that relate to the OKRs.
Hope you'll find this helpful!
OKRs to enhance incident ticket resolution and management
- ObjectiveEnhance incident ticket resolution and management
- KRImplement 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
- KRIncrease 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
- KRReduce 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
OKRs to enhance incident management and outage call bridge creation processes
- ObjectiveEnhance incident management and outage call bridge creation processes
- KRLaunch and manage 100% of outage call bridges within 15 minutes of detection
- Develop a reliable system for immediate detection of outages
- Monitor call bridges for rapid and efficient handling
- Train staff in launching call bridges promptly
- KRReduce average major incident resolution time by 15%
- Implement advanced ticketing system for quicker incident identification
- Enhance staff training on major incident resolution
- Streamline communication processes during incidents
- KRImprove team response rate to major incidents by 20%
- Monitor and optimize response protocols regularly
- Conduct regular emergency response training sessions
- Implement swift communication via dedicated incident response platform
OKRs to increase efficiency in customer support process
- ObjectiveIncrease efficiency in customer support process
- KRTrain 100% of support team on new support process workflows
- Monitor staff's application of new processes post-training
- Schedule mandatory training sessions for support team
- Develop comprehensive training materials on new workflows
- KRReduce average ticket resolution time by 20%
- Improve collaboration and communication within teams
- Implement training sessions to enhance problem-solving skills
- Streamline ticket resolution process with automation tools
- KRIncrease first-call resolution rate to 80%
- Implement comprehensive training for customer service representatives
- Invest in improved CRM software for customer tracking
- Monitor calls and provide feedback for continuous improvement
OKRs to improve MTTR efficiency to enhance customer satisfaction
- ObjectiveImprove MTTR efficiency to enhance customer satisfaction
- KRImplement automation tools to decrease manual intervention in incident resolution by 20%
- Monitor and measure the effectiveness of automation tools in reducing manual intervention
- Determine specific incidents that can be resolved through automation
- Conduct a thorough evaluation of available automation tools for incident resolution
- Implement selected automation tools into incident resolution processes
- KRIncrease first-call resolution rate by 10% through improved troubleshooting techniques
- Develop a standardized troubleshooting checklist and documentation process
- Encourage knowledge sharing and collaboration among support team members to enhance troubleshooting efficiency
- Conduct regular performance evaluations to identify areas for improvement in troubleshooting skills
- Implement comprehensive training program for troubleshooting techniques
- KRProvide comprehensive training to support team to enhance technical capabilities and problem-solving skills
- Organize team-building activities to foster collaboration and enhance problem-solving through group participation
- Offer online training resources and modules for the support team to enhance their technical skills
- Conduct technical workshops to strengthen the support team's knowledge and proficiency
- Implement regular problem-solving exercises to improve the team's critical thinking abilities
- KRReduce average incident response time by 15% through process improvement
Call Resolution OKR best practices
Generally speaking, your objectives should be ambitious yet achievable, and your key results should be measurable and time-bound (using the SMART framework can be helpful). It is also recommended to list strategic initiatives under your key results, as it'll help you avoid the common mistake of listing projects in your KRs.
Here are a couple of best practices extracted from our OKR implementation guide 👇
Tip #1: Limit the number of key results
The #1 role of OKRs is to help you and your team focus on what really matters. Business-as-usual activities will still be happening, but you do not need to track your entire roadmap in the OKRs.
We recommend having 3-4 objectives, and 3-4 key results per objective. A platform like Tability can run audits on your data to help you identify the plans that have too many goals.
Tip #2: Commit to weekly OKR check-ins
Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to get the full value of your OKRs and make your strategy agile – otherwise this is nothing more than a reporting exercise.
Being able to see trends for your key results will also keep yourself honest.
Tip #3: No more than 2 yellow statuses in a row
Yes, this is another tip for goal-tracking instead of goal-setting (but you'll get plenty of OKR examples above). But, once you have your goals defined, it will be your ability to keep the right sense of urgency that will make the difference.
As a rule of thumb, it's best to avoid having more than 2 yellow/at risk statuses in a row.
Make a call on the 3rd update. You should be either back on track, or off track. This sounds harsh but it's the best way to signal risks early enough to fix things.
How to track your Call Resolution OKRs
Quarterly OKRs should have weekly updates to get all the benefits from the framework. Reviewing progress periodically has several advantages:
- It brings the goals back to the top of the mind
- It will highlight poorly set OKRs
- It will surface execution risks
- It improves transparency and accountability
Spreadsheets are enough to get started. Then, once you need to scale you can use a proper OKR platform to make things easier.
If you're not yet set on a tool, you can check out the 5 best OKR tracking templates guide to find the best way to monitor progress during the quarter.
More Call Resolution OKR templates
We have more templates to help you draft your team goals and OKRs.
OKRs to master all functionalities in Clickup OKRs to improve the accuracy of patient estimations OKRs to increase overall adherence and attendance rate to 98% OKRs to boost annual sales figures by 15% OKRs to ensure water-proof status of all line extenders and taps on cable system OKRs to enhance instructional strategies for better student comprehension