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tability.ioWhat are Support Team Manager 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 Team Manager 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 Team Manager OKRs examples
You'll find below a list of Objectives and Key Results templates for Support Team Manager. 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 efficiency in team support
ObjectiveImprove efficiency in team support
KRDecrease average response time to team requests by 30%
Implement a central team communication platform- Prioritize and delegate team queries efficiently
- Train staff in time-effective communication methods
- KRImplement a tracking system to improve accountability and time management
- Research and select an appropriate tracking system
- Regularly review system data and adjust processes
- Train the team on using the system
- KRResolving 95% of team issues within two hours of initial report
- Develop efficient problem-solving methods for common issues
- Implement quick communication channels for issue reporting
- Establish on-call support team for immediate troubleshooting
OKRs to streamline ticket resolution process in DACH region
- ObjectiveStreamline ticket resolution process in DACH region
- KRReduce average ticket resolution time by 30%
- Implement more efficient ticket handling procedures
- Provide advanced problem-solving training to staff
- Introduce effective ticket prioritization system
- KRTrain 100% of the support team on new procedural changes
- Create comprehensive training materials for the procedural changes
- Schedule company-wide trainings for support team
- Track and confirm individual completions
- KRImplement standard procedures for 90% of common issues
- Develop standard procedures to address these issues
- Identify the top common issues affecting the business
- Train staff on implementing these procedures
OKRs to accelerate resolution of customer support tickets
- ObjectiveAccelerate resolution of customer support tickets
- KRIncrease support team's ticket processing efficiency by 20%
- Invest in efficient ticket management software
- Implement ticket prioritization strategies to expedite urgent requests
- Conduct training sessions on troubleshooting common issues
- KRImplement a knowledge base to facilitate 15% of ticket self-resolution
- Implement these solutions into a searchable knowledge base
- Develop comprehensive, easy-to-understand solutions
- Identify common issues from past customer tickets
- KRDecrease average ticket response time by 30%
- Increase availability of customer service staff
- Train staff in efficient troubleshooting techniques
- Implement a ticket prioritization system
OKRs to improve sales performance across all product lines
- ObjectiveImprove sales performance across all product lines
- KRRaise customer retention rate by 15%
- Improve customer support and response time
- Implement loyalty programs and reward frequent customers
- Collect feedback to understand and solve customer problems
- KRAchieve a 25% increase in overall unit sales
- Enhance distribution channels to broaden product accessibility
- Implement a marketing campaign to raise product awareness and demand
- Offer customer incentives like discounts or loyalty programs
- KRBoost the average purchase value by 10% per customer
- Introduce premium versions or add-ons of popular products
- Implement strategic up-selling and cross-selling techniques
- Offer discounts or incentives for bulk purchases
OKRs to increase usage of D365 Sales Hub in our organization
- ObjectiveIncrease usage of D365 Sales Hub in our organization
- KRAchieve a 20% increase in daily active users within the next quarter
- Implement a user referral incentive program
- Optimize product features to improve user retention
- Launch an engaging marketing campaign to attract new users
- KRConduct 3 interactive workshops on the benefits and features of D365 Sales Hub
- Identify key benefits and features of D365 Sales Hub for workshop content
- Promote and schedule D365 Sales Hub workshops to target audiences
- Plan structure and activities for three interactive workshops
- KRDecrease D365 Sales Hub related support queries by 30%
- Develop a user guide to resolve common issues independently
- Introduce a self-help portal with FAQ
- Implement comprehensive staff training on D365 Sales Hub usage
OKRs to successfully launch a new payment service product
- ObjectiveSuccessfully launch a new payment service product
- KRSecure 1,000 new registrations for the payment service
- Launch a targeted online marketing campaign to attract new users
- Offer an incentivized referral program for existing customers
- Collaborate with businesses to bundle our service with their products
- KRAchieve 95% positive customer feedback on usability and convenience within three months
- Provide prompt and effective customer support
- Implement regular improvements based on user feedback
- Develop intuitive and user-friendly product interface
- KRIncrease product awareness through a marketing campaign with 5,000 engagements
- Develop a creative marketing strategy centered on product awareness
- Deploy campaign on various digital platforms for broad reach
- Monitor and analyze campaign engagement to improve approach
OKRs to enhance the efficiency of the Cloud Support Team
- ObjectiveEnhance the efficiency of the Cloud Support Team
- KRReduce the average response time to customer queries by 20%
- Implement comprehensive staff training for efficient query solution
- Allocate more resources towards customer service management
- Enhance customer service software for faster responses
- KRImplement three new measures for proactive issue identification and resolution
- Train team members on the new measures
- Identify potential problems through risk assessment analysis
- Develop procedures for efficient issue resolution
- KRIncrease customer satisfaction score for support tickets by 30%
- Implement thorough training for support team on customer service skills
- Regularly solicit feedback to improve support services
- Develop a system for prompt response to support tickets
OKRs to launch a viable, user-friendly SaaS product
- ObjectiveLaunch a viable, user-friendly SaaS product
- KRAchieve a customer satisfaction score of above 85%
- Develop a proactive customer communication strategy for problem resolution
- Implement a customer feedback system to identify improvement areas
- Train staff in customer service protocols and problem-solving
- KRDevelop MVP with essential features by involving 10 beta testers
- Gather and integrate feedback to refine MVP features
- Identify the essential features needed for MVP development
- Recruit 10 beta testers for product evaluation
- KRObtain initial sign ups exceeding 50 customers
- Develop enticing advertising campaign targeting potential customers
- Launch sign-up incentive program or promotional offers
- Maximize reach through social media marketing strategies
OKRs to communicate product support advancements by us and our partners
- ObjectiveCommunicate product support advancements by us and our partners
- KRIncrease monthly progress report releases to partners by 50%
- Boost staff resources for report creation and distribution
- Identify partners needing more frequent reports
- Implement a more efficient report-generation process
- KREstablish a bi-weekly structured feedback loop with all key partners
- Outline and communicate a bi-weekly meeting schedule
- Develop a comprehensive feedback agenda
- Implement a system for documenting and tracking feedback
- KRAchieve 25% engagement increase on shared progress updates across all platforms
- Amplify shares by creating engaging, easily shareable content
- Implement interactive elements in progress updates
- Promote user-generated content sharing
OKRs to improve MTTR efficiency to enhance customer satisfaction
- ObjectiveImprove MTTR efficiency to enhance customer satisfaction
- KRImplement automation tools to decrease manual intervention in incident resolution by 20%
- Monitor and measure the effectiveness of automation tools in reducing manual intervention
- Determine specific incidents that can be resolved through automation
- Conduct a thorough evaluation of available automation tools for incident resolution
- Implement selected automation tools into incident resolution processes
- KRIncrease first-call resolution rate by 10% through improved troubleshooting techniques
- Develop a standardized troubleshooting checklist and documentation process
- Encourage knowledge sharing and collaboration among support team members to enhance troubleshooting efficiency
- Conduct regular performance evaluations to identify areas for improvement in troubleshooting skills
- Implement comprehensive training program for troubleshooting techniques
- KRProvide comprehensive training to support team to enhance technical capabilities and problem-solving skills
- Organize team-building activities to foster collaboration and enhance problem-solving through group participation
- Offer online training resources and modules for the support team to enhance their technical skills
- Conduct technical workshops to strengthen the support team's knowledge and proficiency
- Implement regular problem-solving exercises to improve the team's critical thinking abilities
- KRReduce average incident response time by 15% through process improvement
How to write your own Support Team Manager 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 Team Manager 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
Focus can only be achieve by limiting the number of competing priorities. It is crucial that you take the time to identify where you need to move the needle, and avoid adding business-as-usual activities to your 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
Having good goals is only half the effort. You'll get significant more value from your OKRs if you commit to a weekly check-in process.
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 Team Manager 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 Support Team Manager OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to enhance overall company profitability
- OKRs to boost engagement of inactive platform sign-ups
- OKRs to ensure 100% accuracy in invoice rates
- OKRs to inspire learners through innovative Christ-centered educational programs
- OKRs to develop an accurate and efficient face recognition system
- OKRs to complete holistic roadmap for human capital management 2024