OKR template to decrease customer issue resolution time by 20%

The OKR aims at decreasing customer issue resolution time by 20%. A key strategy involves the implementation of a new ticketing system meant to streamline support processes. A system implementation and training plan should be created, an appropriate ticketing system software should be researched and selected, and the plan's effectiveness should be executed and monitored.

Another objective to achieve the main goal is to increase the first-contact resolution rate to 75%. This would involve adjusting strategies based on resolution rates, implementing specialized training to handle identified issues, and analyzing recent unresolved customer interactions to identify common issues.

Training customer support staff in issue escalation and resolution techniques makes up a significant part of this OKR. Regular role-play exercises should be scheduled to simulate escalation scenarios, a needs assessment for escalation training among support staff should be conducted, and a comprehensive training curriculum focusing on issue resolution techniques should be developed.

Through these initiatives, the OKR sets a direction to improve customer experience by reducing resolutions time and increasing the first contact resolution rate. It also seeks to enhance the skills of the customer support staff by providing them with the appropriate training in issue resolution.