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What are Employee Support Team 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 understand that setting OKRs can be challenging, so we have prepared a set of examples tailored for Employee Support Team. Take a peek at the templates below to find inspiration and kickstart your goal-setting process.
If you want to learn more about the framework, you can read our OKR guide online.
The best tools for writing perfect Employee Support Team OKRs
Here are 2 tools that can help you draft your OKRs in no time.
Tability AI: to generate OKRs based on a prompt
Tability AI allows you to describe your goals in a prompt, and generate a fully editable OKR template in seconds.
- 1. Create a Tability account
- 2. Click on the Generate goals using AI
- 3. Describe your goals in a prompt
- 4. Get your fully editable OKR template
- 5. Publish to start tracking progress and get automated OKR dashboards
Watch the video below to see it in action 👇
Tability Feedback: to improve existing OKRs
You can use Tability's AI feedback to improve your OKRs if you already have existing goals.
- 1. Create your Tability account
- 2. Add your existing OKRs (you can import them from a spreadsheet)
- 3. Click on Generate analysis
- 4. Review the suggestions and decide to accept or dismiss them
- 5. Publish to start tracking progress and get automated OKR dashboards
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.
Employee Support Team OKRs examples
We've added many examples of Employee Support Team 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 improve CX across the agency
ObjectiveImprove CX across the agency
KRReduce average response time to customer inquiries by 20%
Implement a ticketing system to track customer inquiries and responses- Regularly analyze response data to identify bottlenecks and implement necessary improvements
- Train customer support team on effective communication and problem-solving skills
- Streamline internal processes to minimize handoffs and improve response efficiency
- KRImplement a new training program to enhance employee communication skills
- Provide ongoing support and resources such as online courses or mentors to reinforce and enhance communication skills
- Develop customized training modules targeting identified areas of weakness in communication skills
- Identify areas of weakness in employee communication skills through assessments and evaluations
- Schedule and facilitate interactive workshops and role-playing exercises to practice effective communication techniques
- KRAchieve a Net Promoter Score of 9 or above from client feedback
- Analyze client feedback to identify areas for improvement and determine specific action plans
- Establish a customer loyalty program to incentivize and reward clients for their continued support
- Implement regular NPS surveys to gather client feedback on a continuous basis
- Enhance customer service training program to improve communication and relationship-building skills
- KRIncrease customer satisfaction ratings by 10% through regular feedback surveys
- Regularly send out the feedback survey to all customers after their interactions
- Create a short and simple online feedback survey with targeted questions
- Use the insights gained from feedback surveys to make necessary improvements and adjustments
- Implement a system to analyze and track customer feedback data efficiently
OKRs to enhance communication and training for Business-led IT services
- ObjectiveEnhance communication and training for Business-led IT services
- KRDecrease IT related issues raised by employees by 30% following the training
- Implement intensive and comprehensive IT training for all employees
- Establish a solid IT support team for immediate troubleshooting
- Conduct regular IT performance checks and updates
- KRIncrease employee trainee count by 40% in IT procedures and process
- Allocate budget for training and development programs
- Develop and implement strategic recruitment plans
- Identify the need for additional IT trainees in the department
- KRImprove post-training test scores by 25% to ensure comprehension and retention
- Implement interactive learning activities during training
- Offer one-on-one follow up coaching sessions
- Develop comprehensive study guides for post-training review
OKRs to increase Internal Customer NPS
- ObjectiveIncrease Internal Customer NPS
- KRImplement at least two new initiatives to enhance internal customer experience
- Develop a comprehensive internal knowledge base to streamline information access and retrieval
- Create a dedicated internal customer support team to provide timely assistance
- Implement regular training sessions to enhance communication and problem-solving skills
- Conduct a survey to gather feedback and identify areas for improvement
- KRAchieve a 10% increase in internal customer NPS score
- Conduct a survey to identify pain points and areas for improvement
- Regularly communicate updates on actions taken based on customer feedback
- Provide training to employees to improve customer service skills
- Implement feedback loops to address customer concerns and gather suggestions
- KRReduce internal customer complaints by 20% through proactive resolution and improved service
- Streamline processes and ensure effective coordination among different departments
- Implement a feedback system to identify potential issues and address them promptly
- Conduct regular training sessions to improve communication and problem-solving skills
- Establish quality control measures to track and monitor customer satisfaction levels
- KRIncrease internal customer satisfaction survey participation rate by 15%
- Conduct regular meetings to communicate the importance of survey participation to employees
- Offer an incentive or reward for employees who actively participate in the survey
- Send personalized email reminders to employees to complete internal customer satisfaction survey
- Simplify the survey process by making it easily accessible and user-friendly
OKRs to improve Employee Experience
- ObjectiveImprove Employee Experience
- KRImplement at least 3 new employee development programs to enhance professional growth
- KRIncrease employee satisfaction score by 10 points on quarterly engagement survey
- KRAchieve an average response time of under 24 hours for employee inquiries and concerns
- Implement an automated ticketing system to prioritize and assign employee inquiries efficiently
- Create standardized response templates to expedite resolution of common employee concerns
- Conduct regular training sessions to enhance employee support team's response time and efficiency
- Streamline internal communication channels to ensure prompt receipt and review of employee inquiries
- KRDecrease employee turnover rate by 5% compared to previous quarter
- Improve communication channels to ensure employees feel heard and valued in their roles
- Implement a recognition and rewards program to boost employee motivation and retention
- Conduct exit interviews to identify the main reasons behind employee turnover
- Enhance employee training and development programs to improve job satisfaction
OKRs to upgrade and streamline physical security operations
- ObjectiveUpgrade and streamline physical security operations
- KRIncrease security coverage by 20% through additional surveillance systems
- Investigate current surveillance system capabilities and limitations
- Implement new surveillance systems accordingly
- Research and identify potential additional surveillance technology
- KRDecrease response times to security incidents by 25%
- KRImplement a digital security management system with 100% staff training completion
- Track and achieve 100% training completion
- Choose a comprehensive digital security management system
- Develop an all-staff training curriculum for the system
Employee Support Team 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.
Save hours with automated OKR dashboards
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 Tability to save time with automated OKR dashboards, data connectors, and actionable insights.
How to get Tability dashboards:
- 1. Create a Tability account
- 2. Use the importers to add your OKRs (works with any spreadsheet or doc)
- 3. Publish your OKR plan
That's it! Tability will instantly get access to 10+ dashboards to monitor progress, visualise trends, and identify risks early.
More Employee Support Team OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to amplify efficiency and scalability of Business Operations' internal processes
- OKRs to surpass annual operation plan and meet free cash flow target
- OKRs to enhance Safety Layout and Operation Procedures
- OKRs to enhance quality in document management processes
- OKRs to reach $100,000 ARR in app stores without paid marketing
- OKRs to increase cost management efficiency for people and operations