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tability.ioWhat are Service 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 Service 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.
Service Team OKRs examples
You'll find below a list of Objectives and Key Results templates for Service Team. We also included strategic projects for each template to make it easier to understand the difference between key results and projects.
Hope you'll find this helpful!
OKRs to improve SOC service level agreement performance by the resolver team
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
OKRs to enhance Product Service Management Efficiency
- ObjectiveEnhance Product Service Management Efficiency
- KRIncrease product service team training sessions by 50%
- Schedule additional training sessions accordingly
- Identify current number of weekly training sessions
- Calculate necessary increase to achieve 50% rise
- KRImplement new software to decrease customer response time by 20%
- Purchase, install, and configure the identified software
- Identify software capable of enhancing customer service response speed
- Train customer service representatives on new software usage
- KRImprove customer satisfaction rate on product services by 30%
- Update and upgrade product based on customer feedback
- Establish a fast and effective complaint resolution procedure
- Implement regular training programs for customer service staff
OKRs to improve IT service desk performance and customer satisfaction
- ObjectiveImprove IT service desk performance and customer satisfaction
- KRAchieve 90% customer satisfaction rating in user surveys
- Implement regular training for customer service team
- Develop customer-centric policies and strategies
- Establish a user feedback system post-service
- KRIncrease first contact resolution rate to 80%
- Implement a robust knowledge management system
- Regularly monitor and analyze resolution metrics
- Train customer service team on effective problem-solving techniques
- KRReduce average ticket resolution time by 20%
- Implement advanced ticket prioritization system
- Streamline communication processes within the team
- Provide comprehensive problem-solving training to staff
OKRs to enhance resolver team's service level agreement on security incidents
- ObjectiveEnhance resolver team's service level agreement on security incidents
- KRDecrease average incident response time by 15%
- Implement an efficient incident management system
- Provide staff with advanced incident response training
- Prioritize and streamline incident escalation processes
- KRIncrease resolver team's incident resolution rate by 30%
- Implement training to enhance team's technical skills
- Improve communication and coordination within the team
- Analyze past incidents to identify common resolution strategies
- KRIncrease client satisfaction with resolution process to 90% on surveys
- Regularly monitor and analyze client satisfaction surveys
- Enhance resolution procedures based on client feedback
- Implement regular training for customer service representatives
OKRs to increase overall sales productivity for our offshore IT services team
- ObjectiveIncrease overall sales productivity for our offshore IT services team
- KRAchieve a 20% increase in quarterly revenue from offshore IT services
- Upsell enhanced IT services to existing offshore clients
- Implement targeted marketing strategies in offshore jurisdictions
- Streamline delivery process to boost operational efficiency
- KRReduce the sales cycle duration by 15% for offshore IT services
- Implement streamlined communication systems for improved efficiency
- Provide sales team advanced negotiation training
- Close deal gaps with efficient project management strategies
- KRClose 5 new strategic B2B deals specifically for offshore IT services
- Identify and contact 10 potential B2B partners for offshore IT services
- Follow-up with potential partners to negotiate and close deals
- Prepare and deliver tailored presentations on our offshore IT services
OKRs to accelerate the expansion of our service offering
- ObjectiveAccelerate the expansion of our service offering
- KRIncrease service offering sales by 25%
- Provide additional training for sales team
- Implement targeted marketing for our service offerings
- Enhance customer service for greater client satisfaction
- KRImprove customer satisfaction rate on the service offering to 90%
- Regularly review and improve service policies
- Implement a reliable customer feedback system
- Train staff in customer service skills
- KREnroll 50 new clients into the service offering
- Create a compelling marketing campaign to attract potential clients
- Offer incentives for referrals from current clients
- Conduct follow-ups with promising leads
OKRs to streamline service offering assistance process
- ObjectiveStreamline service offering assistance process
- KRAchieve 95% customer satisfaction score for service offerings
- Enhance and improve service offerings based on reviews
- Analyze feedback regularly and address negative responses
- Implement robust customer feedback collection method
- KRTrain 100% of customer service team on new streamlined process
- Monitor implementation and provide follow-up training as needed
- Develop training program focused on new streamlined process
- Schedule mandatory training sessions for all team members
- KRReduce service offering process steps by 30% to improve efficiency
- Implement automation for repetitive tasks
- Identify and eliminate redundant steps in service process
- Train staff for streamlined service process
OKRs to enhance team's effectiveness in sales and customer service through specialized training
- ObjectiveEnhance team's effectiveness in sales and customer service through specialized training
- KRIncrease sales conversion rates by 20% post-training intervention
- Implement cooperative sales training for entire sales team
- Develop personalized follow-up strategies after customer interaction
- Analyze sales call performance for improvement
- KRAttain 90% positive feedback on staff's improved skills from customer surveys
- Act upon feedback by making necessary improvements
- Implement ongoing staff training programs focusing on customer service skills
- Regularly monitor and evaluate individual staff performance
- KRReduce customer service complaints by 15% following the program's implementation
- Engage customer feedback to improve service processes
- Develop quick response protocols for common customer issues
- Implement comprehensive customer service training for all staff members
OKRs to ensure all RFM customers receive immediate sales team attention
- ObjectiveEnsure all RFM customers receive immediate sales team attention
- KRIncrease weekly sales team visits to RFM customers by 50%
- Implement incentives for increased visit frequency to RFM customers
- Hire additional sales team members to handle increased visits
- Arrange additional transportation resources for sales team
- KRReduce customer response time to under 24 hours for all RFM customers
- Incorporate an automated email response system
- Introduce mandatory customer service training sessions
- Implement a dedicated RFM customer service team
- KRAchieve a 100% contact rate with RFM customers needing immediate attention
- Identify RFM customers requiring urgent attention
- Develop an effective, personalized contact strategy
- Implement the contact strategy across all communication channels
OKRs to enhance satisfaction levels of IT Service Desk
- ObjectiveEnhance satisfaction levels of IT Service Desk
- KRAchieve a first-contact resolution rate of 80%
- Develop an efficient customer complaint system
- Regularly review and improve resolution strategies
- Implement thorough training for customer service reps
- KRIncrease CSAT scores by 20%
- Introduce rewards program for exceptional customer service
- Improve customer service training programs for better service delivery
- Implement customer feedback system to identify improvement areas
- KRReduce ticket resolution time by 15%
- Assign dedicated teams to address frequent issues
- Establish a knowledge base for common queries
- Implement and train staff on a new ticket prioritization system
How to write your own Service Team OKRs
1. Get tailored OKRs with an AI
You'll find some examples below, but it's likely that you have very specific needs that won't be covered.
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's Strategy Map makes it easy to see all your org's OKRsTability 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.
Service 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.
How to track your Service Team OKRs
OKRs without regular progress updates are just KPIs. You'll need to update progress on your OKRs every week to get the full 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 Service Team OKR templates
We have more templates to help you draft your team goals and OKRs.