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tability.ioWhat are Support Staff 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 Staff 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.
Support Staff OKRs examples
We've added many examples of Support Staff 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 customer interaction and support
ObjectiveEnhance customer interaction and support
KRIncrease customer support satisfaction rate by 20%
Offer prompt responses to customer queries and complaints- Regularly gather customer feedback and make necessary improvements
- Implement comprehensive training for customer support staff
- KRReduce customer support ticket response time by 15%
- Implement a chatbot for immediate handling of common queries
- Update customer support tools/software to increase productivity
- Train support staff for enhanced efficiency and faster response
- KRImplement a new customer engagement strategy to boost interaction by 30%
- Monitor and adjust strategy effectiveness
- Train staff to execute customer engagement strategies
- Develop a comprehensive customer engagement strategic plan
OKRs to streamline staff operations with requisite tools and support
- ObjectiveStreamline staff operations with requisite tools and support
- KRReduce process-related queries by 40% through enhanced support mechanisms
- Train support staff to answer potential process-related queries
- Develop comprehensive user manuals for all recurring processes
- Implement intuitive software to simplify operational procedures
- KRShorten average process completion time by 30% via improved workflows
- Analyze current workflows to identify inefficiencies
- Train staff on new, more efficient workflows
- Implement changes to streamline and optimize processes
- KRIncrease team productivity by 25% by implementing appropriate tech tools
- Regularly assess and improve tech-tool effectiveness
- Provide tech tool training for employees
- Research and invest in productivity-enhancing software
OKRs to improve sales support operations for increased revenues
- ObjectiveImprove sales support operations for increased revenues
- KRIncrease upselling rate by 15% with enhanced support-guided recommendations
- Develop tailored recommendation scripts for support staff to use
- Train support team in advanced selling techniques and product knowledge
- Implement tracking metrics to monitor progress and effectiveness regularly
- KRIncrease customer engagement by 30% through revamped sales support systems
- Introduce incentive programs to reward loyal customers
- Implement a user-friendly interface for seamless customer interaction
- Train sales personnel on customer connectivity and relationship building
- KRReduce sales cycle duration by 20% through sales support optimizations
- Train team on effective closing techniques
- Streamline sales proposal approval process
- Implement more efficient sales tracking software
OKRs to enhance IT Helpdesk Support and Data Analysis for IT Projects
- ObjectiveEnhance IT Helpdesk Support and Data Analysis for IT Projects
- KRIncrease Helpdesk Support resolution rate by 20%
- Establish clear escalation procedures
- Integrate efficient problem resolution software
- Implement advanced training for helpdesk support staff
- KRReduce IT project completion time by 15% through improved data analysis
- Regularly review and improve data analysis processes
- Train IT personnel in optimized data analysis methods
- Implement advanced data analysis tools for efficient project handling
- KRComplete data analysis for 2 major IT projects
- Gather and organize all necessary data for both IT projects
- Analyze collected data and identify key points
- Compile and summarize the data analysis results
OKRs to enhance efficiency and productivity as a virtual assistant
- ObjectiveEnhance efficiency and productivity as a virtual assistant
- KRReduce task completion time by 30% employing time management techniques
- Set realistic, achievable goals for task completion
- Implement productivity tools to better monitor task progress
- Prioritize tasks based on urgency and importance
- KRComplete online certification in assistance automation tools by end of next quarter
- Research viable online courses in assistance automation tools
- Complete and pass all course requirements for certification
- Enroll in a chosen course and schedule study hours
- KRAchieve 98% customer satisfaction score through improved support services
- Regularly analyze and update support procedures for efficiency
- Implement customer feedback system to prioritize improvements
- Train support staff in advanced customer service techniques
OKRs to reduce MTTR of critical business applications by 15%
- ObjectiveReduce MTTR of critical business applications by 15%
- KRImplement proactive system monitoring to decrease incident occurrences by 20%
- Regularly review and modify monitoring threshold levels
- Train staff on interpreting monitoring alerts and logs
- Deploy advanced system monitoring tools and software
- KRIdentify and remediate 30% of recurring application issues by end of quarter
- Define metrics to identify recurring application issues
- Develop a comprehensive troubleshooting guide
- Implement and monitor remediation strategies
- KRTrain support team on advanced troubleshooting techniques to improve efficiency by 10%
- Supervise team practice on simulated support scenarios
- Organize advanced troubleshooting skills training sessions
- Monitor and evaluate team's performance post-training
OKRs to streamline ticket response and resolution processes
- ObjectiveStreamline ticket response and resolution processes
- KRTrain 80% of the support staff on new resolution strategies
- Identify support staff requiring training in new resolution strategies
- Develop comprehensive strategy-focused training program
- Implement the training program among identified staff
- KRImprove resolution rate by 30% on first contact
- Continually update first-contact resolution strategies based on feedback
- Train staff on possible incoming inquiries and effective resolution methods
- Implement efficient tracking and reporting systems for resolutions
- KRReduce average ticket response time by 40%
- Monitor response time regularly and address delays
- Implement automated responses for common issues
- Train staff on efficient customer service response techniques
OKRs to minimize application downtime to improve performance
- ObjectiveMinimize application downtime to improve performance
- KRAdvance our response time for outages to within an hour of occurrence
- Train staff in rapid response protocols
- Schedule regular checks of system uptime
- Implement automated outage detection software
- KRImplement automatic failover for no more than 5% downtime per incident
- Identify and establish appropriate failover configuration needs
- Conduct testing to ensure less than 5% downtime
- Implement automatic failover system in existing architecture
- KRConduct bi-weekly maintenance checks to spot potential errors upfront
- Document and analyze check results for errors
- Perform regular system diagnostics every two weeks
- Create a bi-weekly maintenance check schedule
OKRs to increase customer migration from on-premises product to cloud product
- ObjectiveIncrease customer migration from on-premises product to cloud product
- KRReduce on-premises product support requests by 15% due to migration success
- Provide comprehensive training on new system usage to all staff
- Create detailed user guides and FAQs about the migrated product
- Track and address recurring issues proactively
- KRSecure positive customer feedback on the benefits and ease of transitioning
- Offer incentives for leaving positive, detailed feedback
- Implement staff training to ensure smooth customer transitions
- Conduct a post-transition survey to gather customer opinions
- KRAchieve 20% increase in cloud product subscriptions compared to on-premises
- Offer special discounts for cloud over on-premises subscriptions
- Increase customer awareness of cloud advantages through online webinars
- Implement an aggressive marketing campaign for cloud products
OKRs to enhance investor relations operations to drive excellence and stakeholder satisfaction
- ObjectiveEnhance investor relations operations to drive excellence and stakeholder satisfaction
- KRAchieve 90% accuracy in timely reporting and dissemination of investor-related information
- Provide training and resources to ensure all staff members understand and follow reporting protocols
- Implement an efficient system for tracking and organizing investor-related information
- Establish clear guidelines and deadlines for reporting and disseminating investor information
- Regularly monitor and review the accuracy of investor-related information before dissemination
- KRImprove investor satisfaction rating to 4.5 out of 5 through effective feedback and responsiveness
- Establish a streamlined communication channel to provide timely updates and responses to investors
- Assign dedicated staff to promptly address investor inquiries and concerns
- Conduct training programs for employees on effective feedback techniques and responsiveness to enhance investor satisfaction
- Implement regular investor surveys to gather feedback on satisfaction rating and identify areas for improvement
- KRIncrease investor confidence by reducing average response time for inquiries by 30%
- Streamline internal communication channels to ensure swift resolution of investor inquiries
- Train customer support team to prioritize and respond promptly to investor inquiries
- Regularly monitor and analyze response times to identify areas for improvement and optimization
- Implement automated email templates for frequently asked investor inquiries
- KRIncrease investor engagement by 20% through proactive communication and targeted outreach
- Conduct personalized phone calls to address specific investor queries and provide support
- Host monthly webinars to update investors on market trends and the company's progress
- Develop a quarterly newsletter with updates, performance metrics, and investment opportunities
- Expand social media presence to share regular updates, industry insights, and engage with investors
How to write your own Support Staff 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.
Support Staff 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
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.
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.
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 Support Staff OKRs
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
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 Support Staff OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to implement automation in the reporting process
- OKRs to decrease days payable outstanding for better cash flow management
- OKRs to implement unbiased performance evaluations system
- OKRs to elevate the quality of customer service
- OKRs to enhance the User Experience (UX) for our digital products
- OKRs to establish a fully functional over-the-counter (OTC) trading desk