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10 OKR examples for Customer Support Representative

What are Customer Support Representative 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.

Writing good OKRs can be hard, especially if it's your first time doing it. You'll need to center the focus of your plans around outcomes instead of projects.

We have curated a selection of OKR examples specifically for Customer Support Representative 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 Customer Support Representative 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.

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.

AI feedback for OKRs in TabilityTability's Strategy Map makes it easy to see all your org's OKRs

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.

Customer Support Representative OKRs examples

You will find in the next section many different Customer Support Representative Objectives and Key Results. We've included strategic initiatives in our templates to give you a better idea of the different between the key results (how we measure progress), and the initiatives (what we do to achieve the results).

Hope you'll find this helpful!

OKRs to increase business customer onboarding in customer support

  • ObjectiveIncrease business customer onboarding in customer support
  • KRBoost direct outreach campaigns to 20 potential business customers a week
  • TaskIdentify 20 potential business customers per week
  • TaskExecute weekly outreach through phone calls or emails
  • TaskDevelop personalized outreach materials for each target
  • KRTrain customer support team to upsell services, increasing sales by 15%
  • TaskImplement specialized upselling training for customer support team
  • TaskMonitor, evaluate, and give feedback on performance regularly
  • TaskIntroduce incentives for successful upsells
  • KRConvert 30% of potential business customer inquiries into sales
  • TaskImplement a thorough and personalized follow-up system
  • TaskDevelop a compelling sales pitch tailored to their specific business needs
  • TaskProvide potential customers with successful case studies and testimonials

OKRs to increase efficiency in customer support process

  • ObjectiveIncrease efficiency in customer support process
  • KRTrain 100% of support team on new support process workflows
  • TaskMonitor staff's application of new processes post-training
  • TaskSchedule mandatory training sessions for support team
  • TaskDevelop comprehensive training materials on new workflows
  • KRReduce average ticket resolution time by 20%
  • TaskImprove collaboration and communication within teams
  • TaskImplement training sessions to enhance problem-solving skills
  • TaskStreamline ticket resolution process with automation tools
  • KRIncrease first-call resolution rate to 80%
  • TaskImplement comprehensive training for customer service representatives
  • TaskInvest in improved CRM software for customer tracking
  • TaskMonitor calls and provide feedback for continuous improvement

OKRs to enhance communication and technical proficiency in customer interactions

  • ObjectiveEnhance communication and technical proficiency in customer interactions
  • KRComplete advanced customer communication training with 90% score
  • TaskRegister for advanced customer communication training course
  • TaskSuccessfully achieve 90% score on the final test
  • TaskDedicate time to study and practice the coursework
  • KRResolve 95% of technical issues faced by customers within first contact
  • TaskHire and train skilled technical support specialists
  • TaskImplement effective customer issue tracking system
  • TaskDevelop comprehensive resolution procedures
  • KRReceive a customer satisfaction rate of at least 85% on tech-related queries
  • TaskDevelop a reliable and efficient customer query response system
  • TaskImplement extensive tech training for all customer service representatives
  • TaskRegularly update FAQs and guidelines based on common tech-related queries

OKRs to reduce customer churn by 5%

  • ObjectiveReduce customer churn by 5%
  • KRIncrease customer retention rate by 2% through enhanced engagement strategies
  • TaskCreate a loyalty program to reward and incentivize customer loyalty
  • TaskEnhance customer support channels by implementing live chat and reducing response times
  • TaskConduct regular customer surveys to gather feedback and identify areas for improvement
  • TaskImplement personalized email marketing campaigns to provide tailored content and offers
  • KRImprove customer satisfaction score by 10 points through personalized support and proactive communication
  • TaskConduct regular customer surveys to gain insights and address concerns promptly
  • TaskDevelop a communication plan to proactively update customers about product developments
  • TaskAssign dedicated customer support representatives to provide personalized assistance
  • TaskImplement a CRM system to track and analyze customer data accurately
  • KRIncrease the number of customers actively using premium features by 15% through targeted promotions
  • TaskMonitor customer engagement and analyze the results to continuously improve targeted promotions
  • TaskAnalyze customer data to identify preferences for targeted promotions
  • TaskImplement A/B testing to optimize the effectiveness of targeted promotions
  • TaskCreate personalized and compelling promotional campaigns to showcase the value of premium features
  • KRDecrease the average time to resolve customer issues by 20% through process optimization
  • TaskRegularly track and evaluate customer issue resolution metrics to identify areas for further process optimization
  • TaskImplement automation tools to streamline and expedite customer issue resolution workflow
  • TaskAnalyze current customer issue resolution process to identify inefficiencies and bottlenecks
  • TaskTrain customer support team members on efficient problem-solving techniques and effective communication skills

OKRs to enhance customer satisfaction for our SaaS product

  • ObjectiveEnhance customer satisfaction for our SaaS product
  • KRIncrease customer retention rate by 10%
  • TaskImprove customer service response times
  • TaskSet up loyalty incentives program with potential rewards
  • TaskRegularly request feedback and implement suggestions
  • KRDecrease customer support ticket response time by 25%
  • TaskSchedule overlapping shifts for continuous coverage
  • TaskImplement efficient customer support software
  • TaskTrain support staff on quick issue resolution
  • KRImprove customer satisfaction score by 15%
  • TaskImplement comprehensive customer service training for all staff
  • TaskInitiate customer surveys to understand their needs and expectations better
  • TaskDevelop effective loyalty programs to encourage repeat business

OKRs to enhance effectiveness and efficiency of T2 support agents

  • ObjectiveEnhance effectiveness and efficiency of T2 support agents
  • KRImprove customer satisfaction scores by 20% post-support interaction
  • TaskRegularly review and act upon customer feedback
  • TaskTrain support staff in advanced customer service techniques
  • TaskImplement detailed post-support satisfaction surveys
  • KRReduce average ticket resolution time by 15%
  • TaskIntroduce productivity tools for speedier resolution
  • TaskStreamline ticket sorting and prioritizing process
  • TaskImplement regular training to improve team’s problem-solving skills
  • KRIncrease percentage of issues resolved on first contact to 70%
  • TaskRegularly review and improve troubleshooting methods
  • TaskDevelop clear guidelines for issue resolution
  • TaskImplement comprehensive training for customer service representatives

OKRs to achieve an 80% first contact resolution (FCR) across all inboxes

    OKRs to enhance customer engagement and satisfaction in the existing client base

    • ObjectiveEnhance customer engagement and satisfaction in the existing client base
    • KRReduce negative feedback responses by 15% through improved support services
    • TaskTrain support staff on communication and problem-solving techniques
    • TaskImplement a responsive and user-friendly support system
    • TaskRegularly monitor and analyze feedback for improvement areas
    • KRIncrease client satisfaction rate by 20% on post-service survey results
    • TaskInitiate immediate resolutions for client complaints
    • TaskImplement regular client feedback surveys post-service
    • TaskEnhance customer service training for all employees
    • KRAchieve a 25% increase in customer interaction on all digital platforms
    • TaskIncrease promotional activities to boost online visibility of brand
    • TaskDeliver consistent, high-quality content tailored to customer interests
    • TaskImplement compelling engagement strategies across all digital platforms

    OKRs to boost efficiency and effectiveness of Prod Support/Service desk

    • ObjectiveBoost efficiency and effectiveness of Prod Support/Service desk
    • KRImplement a training program to enhance technical skills of support staff by 35%
    • TaskImplement training program and monitor progress
    • TaskDefine key technical skills needing enhancement among support staff
    • TaskSelect or design a comprehensive training program
    • KRReduce average ticket resolution time by 25%
    • TaskImplement mandatory customer service efficiency training for all staff
    • TaskIntegrate AI-based automation tools in ticket resolution process
    • TaskStreamline communication channels between departments
    • KRIncrease customer satisfaction rates related to issue resolution by 15%
    • TaskImplement weekly training on conflict resolution for customer service representatives
    • TaskRegularly monitor and improve the issue resolution process
    • TaskDevelop an efficient, user-friendly online system for complaint submission

    OKRs to enhance the SLA adherence for IT tickets

    • ObjectiveEnhance the SLA adherence for IT tickets
    • KRReduce IT ticket resolution time by 30%
    • TaskProvide comprehensive training to IT support team
    • TaskDevelop a streamlined ticket prioritization process
    • TaskImplement efficient IT incident management tools
    • KRAchieve a 90% customer satisfaction rate regarding ticket handling and resolution
    • TaskImplement regular training sessions on customer communication for support staff
    • TaskDevelop a responsive and efficient ticket resolution system
    • TaskMonitor and analyze customer feedback regularly
    • KRImplement a new ticket tracking system for improved process efficiency
    • TaskTrain employees on new system use
    • TaskEvaluate potential ticket tracking systems
    • TaskSelect and purchase preferred system
    • KRTrain all IT staff on SLA compliance and ticket handling best practices
    • TaskDevelop module on ticket handling best practices
    • TaskSchedule comprehensive SLA compliance training for IT staff
    • TaskEnsure periodic reinforcement training sessions

    Customer Support Representative 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 Customer Support Representative OKRs

    Quarterly OKRs should have weekly updates to get all the benefits from the framework. Reviewing progress periodically has several advantages:

    Most teams should start with a spreadsheet if they're using OKRs for the first time. Then, once you get comfortable you can graduate to a proper OKRs-tracking tool.

    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 Customer Support Representative OKR templates

    We have more templates to help you draft your team goals and OKRs.

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