6 customisable OKR examples for Support Agent
What are Support Agent 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 Support Agent 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.
Building your own Support Agent OKRs with AI
While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI generator below or our more complete goal-setting system to generate your own OKRs.
Our customisable Support Agent OKRs examples
We've added many examples of Support Agent 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!
1. OKRs to enhance effectiveness and efficiency of T2 support agents
Enhance effectiveness and efficiency of T2 support agents
Improve customer satisfaction scores by 20% post-support interaction
Regularly review and act upon customer feedback
Train support staff in advanced customer service techniques
Implement detailed post-support satisfaction surveys
Reduce average ticket resolution time by 15%
Introduce productivity tools for speedier resolution
Streamline ticket sorting and prioritizing process
Implement regular training to improve team’s problem-solving skills
Increase percentage of issues resolved on first contact to 70%
Regularly review and improve troubleshooting methods
Develop clear guidelines for issue resolution
Implement comprehensive training for customer service representatives
2. OKRs to streamline publication of support agent knowledge articles
Streamline publication of support agent knowledge articles
Conduct training sessions to improve article drafting skills for 90% of agents
Identify specific drafting skills agents need improvement in
Develop curriculum for training sessions focusing on those skills
Schedule, coordinate and conduct the training sessions
Reduce knowledge article approval process time by 30%
Implement automation tools for immediate notifications to approvers
Provide clear guidelines for article submission
Organize regular training for article approvers
Implement a user-friendly interface, decreasing article submission errors by 50%
Integrate and test the new interface design
Evaluate current interface for potential user errors
Develop easy-to-use interface design
3. OKRs to improve customer support quality
Improve customer support quality
Reduce average response time to customer inquiries by 20%
Regularly review and update customer inquiry response templates to ensure accuracy and effectiveness
Streamline the customer inquiry process by optimizing communication channels and eliminating unnecessary steps
Implement a user-friendly chatbot to answer common customer inquiries instantly
Train customer service agents to improve their efficiency and speed in responding to inquiries
Increase average customer satisfaction rating to 4.8 out of 5
Implement targeted initiatives to address the identified areas of improvement
Conduct a comprehensive survey to gather feedback from customers
Analyze the survey results to identify areas of improvement and prioritize action
Regularly monitor customer satisfaction metrics and adjust initiatives accordingly
Implement a comprehensive training program for support staff to enhance product knowledge
Increase the first-call resolution rate to 90%
Enhance communication channels for timely collaboration and knowledge sharing among agents
Analyze customer feedback data to identify commonly recurring issues for targeted resolution strategies
Improve documentation resources to provide agents with accurate and concise troubleshooting information
Implement comprehensive agent training program for enhanced issue resolution skills
4. OKRs to gain comprehensive knowledge of the inventory platform
Gain comprehensive knowledge of the inventory platform
Successfully implement five improvement suggestions based on platform understanding
Oversee successful implementation of these improvements
Develop five innovative solution strategies
Analyze platform performance and identify areas of improvement
Complete 20 hours of educational sessions focusing on inventory platform systems
Identify suitable educational sessions on inventory platform systems
Schedule and allocate time for 20 hours of learning
Attend and complete all scheduled sessions
Answer accurately 90% of related queries about the inventory platform usage
Create scripts and responses for frequent inquiries
Study all features of the inventory platform thoroughly
Engage in regular practice to improve retrieval speed
5. OKRs to enhance user satisfaction and engagement with our app
Enhance user satisfaction and engagement with our app
Reduce average response time to user inquiries to under 24 hours through streamlined customer support
Regularly analyze response time data to identify bottlenecks and implement process improvements
Establish clear guidelines and documentation for resolving common user inquiries
Train customer support agents to handle inquiries effectively and efficiently
Implement a ticketing system for efficient tracking and prioritization of user inquiries
Increase user retention rate by 15% through personalized push notifications and enhanced features
Continuously monitor and optimize push notification campaigns and feature updates for maximum effectiveness
Develop and implement a comprehensive push notification strategy based on user insights
Analyze user behavior to identify key preferences and interests for personalized push notifications
Enhance user experience by adding new features and improving existing functionalities
Increase user reviews by 20% through targeted campaigns and incentivized prompts
Use social media platforms to highlight positive user reviews and encourage others to share their experiences
Create personalized email campaigns to request user reviews with compelling copy and visuals
Offer exclusive incentives, such as discounts or freebies, for users who leave reviews
Implement in-app prompts at strategic moments to remind and encourage users to submit reviews
Increase average app rating to 4.5 stars through user feedback and app improvements
6. OKRs to increase revenue through client acquisition using technology tools
Increase revenue through client acquisition using technology tools
Achieve a customer satisfaction score of 90% through improved customer support and service
Implement a customer feedback system to continuously gather insights and measure satisfaction
Streamline customer support processes and reduce response time to ensure prompt resolution of issues
Regularly analyze customer feedback data to identify trends, patterns, and areas of improvement
Provide comprehensive training to customer support agents to enhance their communication and problem-solving skills
Increase website traffic by 20% through targeted digital marketing campaigns
Conduct thorough keyword research to identify high-traffic and relevant search terms
Utilize targeted online ads and promotions to attract specific demographics and increase conversions
Optimize website content and meta tags to improve search engine visibility
Create engaging blog posts and social media content to drive organic traffic
Improve conversion rate by 15% through UX/UI optimization and A/B testing
Implement responsive design to improve user experience across mobile and desktop devices
Redesign landing page layout to emphasize key call-to-action elements
Conduct A/B tests for different color schemes to determine optimal visual appeal
Analyze user behavior and identify pain points in the current UX/UI design
Increase average transaction value by 10% through upselling and cross-selling strategies
Implement personalized product recommendations based on customer preferences and buying history
Train sales team on effective upselling and cross-selling techniques
Increase visibility of high-margin products by promoting them at checkout or online
Offer bundled packages at a discounted price to encourage larger purchases
Support Agent OKR best practices to boost success
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
Having too many OKRs is the #1 mistake that teams make when adopting the framework. The problem with tracking too many competing goals is that it will be hard for your team to know what really matters.
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.
![Tability Insights Dashboard](https://tability-templates-v2.vercel.app/_next/static/media/tability-insights-board.e70f9466.png)
Tip #2: Commit to weekly OKR check-ins
Setting good goals can be challenging, but without regular check-ins, your team will struggle to make progress. We recommend that you track your OKRs weekly to get the full benefits from the framework.
Being able to see trends for your key results will also keep yourself honest.
![Tability Insights Dashboard](https://tability-templates-v2.vercel.app/_next/static/media/checkins-graph.b2aec458.png)
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 turn your Support Agent OKRs in a strategy map
The rules of OKRs are simple. Quarterly OKRs should be tracked weekly, and yearly OKRs should be tracked monthly. 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
We recommend using a spreadsheet for your first OKRs cycle. You'll need to get familiar with the scoring and tracking first. Then, you can scale your OKRs process by using a proper OKR-tracking tool for it.
![A strategy map in Tability](https://tability-templates-v2.vercel.app/_next/static/media/tability_strategy_map.2ad25843.png)
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 Support Agent OKR templates
We have more templates to help you draft your team goals and OKRs.
OKRs to enhance visibility and recognition of our brand
OKRs to enhance collaboration and engagement with global organizations
OKRs to enhance cashflow maintenance for successful resource provision
OKRs to implement standard operating procedures effectively
OKRs to assemble a skilled and efficient analytics team
OKRs to upgrade and streamline physical security operations
OKRs resources
Here are a list of resources to help you adopt the Objectives and Key Results framework.
- To learn: What is the meaning of OKRs
- Blog posts: ODT Blog
- Success metrics: KPIs examples
What's next? Try Tability's goal-setting AI
You can create an iterate on your OKRs using Tability's unique goal-setting AI.
Watch the demo below, then hop on the platform for a free trial.