OKR template to enhance effectiveness of ITSM help desk operations
The OKR emphasizes the improvement of ITSM help desk operations. The key objectives to achieve this goal include increasing the ticket resolution rate by 30%, improving customer satisfaction score by 15%, and reducing the average response time to within two hours.
To increase the ticket resolution rate, there's a plan to hire more qualified customer service representatives. There's also an objective to make the ticket resolution process more efficient, and a plan to provide enhanced customer service skills training for the existing staff.
The improvement of customer satisfaction score is a critical objective in the OKR and to meet this, the company plans on providing comprehensive employee customer service training. There's also an aim to improve the quality of the product or service based on customer reviews. The company intends to solicit customer feedback regularly and make consequential improvements.
The OKR also aims to reduce response time. To achieve this, the company plans to allocate more resources to customer service interactions and train the staff on quick, effective response methods. Additionally, a more efficient ticketing system will be implemented.
To increase the ticket resolution rate, there's a plan to hire more qualified customer service representatives. There's also an objective to make the ticket resolution process more efficient, and a plan to provide enhanced customer service skills training for the existing staff.
The improvement of customer satisfaction score is a critical objective in the OKR and to meet this, the company plans on providing comprehensive employee customer service training. There's also an aim to improve the quality of the product or service based on customer reviews. The company intends to solicit customer feedback regularly and make consequential improvements.
The OKR also aims to reduce response time. To achieve this, the company plans to allocate more resources to customer service interactions and train the staff on quick, effective response methods. Additionally, a more efficient ticketing system will be implemented.
Enhance effectiveness of ITSM help desk operations
Increase ticket resolution rate by 30%
Employ additional qualified customer service representatives- Streamline ticket resolution process for efficiency
- Implement training sessions for enhanced customer service skills
- Improve customer satisfaction score by 15%
- Implement comprehensive employee customer service training
- Enhance product or service quality based on reviews
- Regularly solicit customer feedback and make improvements
- Reduce average response time to within 2 hours
- Allocate more resources to customer service interactions
- Train staff on speedy, effective response methods
- Implement a more efficient ticketing system
