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Team OKR example

Improve Service Desk's first contact resolution rate

A starting point for clearer priorities and measurable progress. Make the targets your own.

Suggested timeframe: Set with your team1 objective · 3 key results
YOUR STARTING POINTTeam OKRs
OBJECTIVE

Improve Service Desk's first contact resolution rate

  1. KR 1

    Implement service desk software to reduce response time by 20%

  2. KR 2

    Increase staff training programs by 30% to enhance first contact issue resolution

  3. KR 3

    Improve feedback system to close 15% more cases on first contact

Ideas to get you moving
  • Implement and monitor the software usage
  • Evaluate different service desk software options
  • Train the staff on the selected software
  • Identify areas in current training needing improvement
  • Implement and evaluate these programs
  • Develop new training programs covering those areas
  • Conduct training on handling feedback efficiently for first-contact resolution
  • Implement a mandatory customer feedback feature on resolved cases
  • Optimize the case management system for faster closure based on feedback
Example targets. Adapt to your baseline before you start.

About this template

This OKR is focused on boosting the Service Desk's initial response resolution rate. Implementing service desk software that can reduce response time by twenty percent is the main objective. To achieve this, the business will need to research different software solutions, install the chosen software, and keep track of its effectiveness.

The second objective involves enhancing the Service Desk team's training. A 30% increase in training programs aims to lift the first contact issue resolution rate. This would entail identifying areas that need improvement in the current training system, executing and assessing the improved programs, and developing new programs to address any uncovered areas.

The final objective is to refine the feedback system to increase first-contact case resolutions by 15%. To achieve this, training will be administered on how to efficiently handle feedback for first-contact resolution. A mandatory activity for customer feedback collection after resolving cases will be introduced, along with optimizations to the case management system for faster closures based on this feedback.

In summary, this OKR aims to significantly increase the Service Desk's first contact resolution rate by bringing in software solutions, providing enhanced training to staff, and refining the feedback system, all of which will cumulatively lead to improved service desk efficiency.

Make it work for your team

01

Set your baseline. Check where you are today, then choose targets that stretch your team.

02

Agree on ownership. Give each key result a clear owner and a source of data.

03

Check in every week. Review the numbers, share confidence, and decide what needs attention.

Get this template as YAML

A machine-readable version of this example for a script or AI assistant.

---
title: Improve Service Desk's first contact resolution rate
objectives:
- title: Improve Service Desk's first contact resolution rate
  outcomes:
  - title: Implement service desk software to reduce response time by 20%
    from: 0.0
    to: 100.0
    score_format: _number_%
    initiatives:
    - title: Implement and monitor the software usage
    - title: Evaluate different service desk software options
    - title: Train the staff on the selected software
  - title: Increase staff training programs by 30% to enhance first contact issue
      resolution
    from: 0.0
    to: 100.0
    score_format: _number_%
    initiatives:
    - title: Identify areas in current training needing improvement
    - title: Implement and evaluate these programs
    - title: Develop new training programs covering those areas
  - title: Improve feedback system to close 15% more cases on first contact
    from: 0.0
    to: 100.0
    score_format: _number_%
    initiatives:
    - title: Conduct training on handling feedback efficiently for first-contact resolution
    - title: Implement a mandatory customer feedback feature on resolved cases
    - title: Optimize the case management system for faster closure based on feedback
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