15 customisable OKR examples for Support Staff
What 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.
Building your own Support Staff OKRs with AI
While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI generator below or our more complete goal-setting system to generate your own OKRs.
Feel free to explore our tools:
- Use our free OKR generator
- Use Tability, a complete platform to set and track OKRs and initiatives, including a GPT-4 powered goal generator
Our customisable 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!
1. OKRs to streamline staff operations with requisite tools and support
Streamline staff operations with requisite tools and support
Reduce 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
Shorten 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
Increase 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
2. OKRs to improve sales support operations for increased revenues
Improve sales support operations for increased revenues
Increase 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
Increase 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
Reduce 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
3. OKRs to enhance IT Helpdesk Support and Data Analysis for IT Projects
Enhance IT Helpdesk Support and Data Analysis for IT Projects
Increase Helpdesk Support resolution rate by 20%
Establish clear escalation procedures
Integrate efficient problem resolution software
Implement advanced training for helpdesk support staff
Reduce 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
Complete 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
4. OKRs to reduce MTTR of critical business applications by 15%
Reduce MTTR of critical business applications by 15%
Implement 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
Identify 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
Train 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
5. OKRs to minimize application downtime to improve performance
Minimize application downtime to improve performance
Advance 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
Implement 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
Conduct 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
6. OKRs to increase customer migration from on-premises product to cloud product
Increase customer migration from on-premises product to cloud product
Reduce 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
Secure 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
Achieve 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
7. OKRs to enhance investor relations operations to drive excellence and stakeholder satisfaction
Enhance investor relations operations to drive excellence and stakeholder satisfaction
Achieve 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
Improve 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
Increase 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
Increase 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
8. OKRs to streamline IT Service Desk for swifter resolution time
Streamline IT Service Desk for swifter resolution time
Enhance self-service portal use by 50% to promote faster issue resolution
Implement a feedback mechanism on portal usability
Launch a portal awareness campaign to increase visibility
Develop user-friendly navigation for efficient self-service usage
Implement a new training program to improve technical troubleshooting skills by 30%
Develop comprehensive, skills-focused training program
Identify key areas of technical troubleshooting needing improvement
Implement training program and monitor progress
Decrease average ticket response time by 20%
Implement a ticket prioritization system
Boost staff levels during peak times
Train support team in effective time management
9. OKRs to enhance IT infrastructure and optimize helpdesk processes for improved efficiency
Enhance IT infrastructure and optimize helpdesk processes for improved efficiency
Increase customer satisfaction rating by 15% by implementing enhanced self-service options
Monitor customer satisfaction rating to measure the impact of enhanced self-service options
Conduct customer research to gather feedback and identify desired self-service features
Implement new self-service features based on customer feedback and identified areas of improvement
Evaluate current self-service options and identify potential areas of improvement
Achieve at least 90% compliance with IT security protocols through regular audits and training
Conduct quarterly audits to assess compliance with IT security protocols
Address any identified non-compliance issues promptly and provide appropriate corrective actions
Provide continuous monitoring and feedback to ensure adherence to IT security protocols
Develop and implement regular training programs to educate employees on IT security protocols
Reduce average resolution time by 20% through streamlined helpdesk workflows
Analyze helpdesk data and identify bottlenecks to optimize and streamline workflows for faster resolution
Conduct regular training sessions for helpdesk staff to improve technical skills and efficiency
Implement automated ticket routing system to assign tickets to appropriate support agents
Develop standardized troubleshooting guides and knowledge base articles for common issues
Improve system availability by 10% through infrastructure upgrades and proactive maintenance
Develop and implement a proactive maintenance plan to prevent potential system failures
Implement necessary infrastructure upgrades based on the assessment findings
Monitor and analyze system performance regularly to identify any potential issues in advance
Conduct a thorough infrastructure assessment to identify potential areas for upgrade
10. OKRs to enhance the efficiency and stability of the IT infrastructure
Enhance the efficiency and stability of the IT infrastructure
Implement two additional failsafe protocols to boost data recovery speed by 15%
Develop and test two additional failsafe protocols
Implement the new protocols to enhance data recovery speed
Identify potential areas for implementing new failsafe protocols
Ensure 95% of helpdesk requests are resolved within 24 hours
Monitor daily reports to assess resolution timelines
Implement a high-priority response system for urgent requests
Train helpdesk staff in efficient problem-solving techniques
Reduce system downtime by 20% through proactive maintenance and upgrades
Implement a routine schedule for proactive system maintenance
Monitor system performance consistently for early issue detection
Prioritize timely system upgrades and patches
11. OKRs to reduce support requests by 10%
Reduce support requests by 10%
Increase customer support training programs to decrease errors by 3%
Develop comprehensive customer support training modules
Schedule regular training sessions for staff
Monitor customer service errors to track progress
Improve FAQ and troubleshooting documentation to decrease inquiry submissions by 3%
Update, simplify, and reorganize troubleshooting guides for better clarity
Identify prevalent customer inquiries and incorporate responses in FAQ
Conduct thorough review and analysis of current FAQ and troubleshooting documents
Implement self-service support options which reduces ticket volume by 4%
Launch an AI-powered chatbot for instant customer queries
Implement a user-friendly FAQ section on the website
Develop informative how-to guides for common issues
12. OKRs to enhance the efficiency and effectiveness of administrative support
Enhance the efficiency and effectiveness of administrative support
Increase task completion rate by 30% without compromising on quality
Implement productivity tools to streamline workflow and improve efficiency
Evaluate, monitor and adjust workload distribution regularly
Incorporate regular employee training and skill development
Streamline workflow by implementing an effective scheduling system
Evaluate current workflow for areas of inefficiency
Implement selected system and train staff
Research effective scheduling systems
Reduce administrative errors by 20% through improved systems and training
Regularly review and update system protocols
Implement updated, more intuitive administrative systems
Conduct comprehensive staff training on new systems
13. OKRs to streamline the accounting close process
Streamline the accounting close process
Implement automated accounting software with 100% staff adoption
Monitor staff adoption, offer ongoing support
Select user-friendly, comprehensive accounting software
Train staff thoroughly on software usage
Decrease the monthly closing cycle time by 30%
Streamline data collection and management processes
Implement automated financial systems for swift transaction processing
Regularly review and improve workflow efficiency
Eliminate 50% of identified bottlenecks in the closing process
Implement solutions to remove identified bottlenecks
Identify excessive processes contributing to bottlenecks
Review and analyze current closing process parameters
14. OKRs to enhance physical security capabilities for premise protection
Enhance physical security capabilities for premise protection
Train 90% of security personnel on new security equipment usage
Identify and list all security personnel requiring training
Track and record training participation and completion
Schedule training sessions on new equipment
Implement surveillance system covering 100% of the premise area
Test system thoroughly and adjust as necessary
Identify blind spots and areas requiring camera installation
Purchase and install necessary surveillance equipment
Achieve zero security breaches in the test run of new measures
Conduct frequent security audits and vulnerability assessments
Implement strict access controls and authentication protocols
Regularly update and patch all security software and systems
15. OKRs to improve efficiency and profitability of lab supply store
Improve efficiency and profitability of lab supply store
Increase sales revenue by 10% via targeted marketing campaigns
Reduce inventory carrying costs by 15% through improved demand forecasting
Regularly monitor and adjust forecasting parameters
Implement a more accurate demand forecasting software
Train staff on new demand forecasting methods
Improve customer satisfaction rate to 90% through enhanced after-sales support
Implement a 24/7 customer help desk for addressing after-sales queries
Launch feedback system to evaluate customer's after-sales experience
Train customer support staff in proactive solution-focused service
Support Staff OKR best practices to boost success
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.
![Tability Insights Dashboard](https://tability-templates-v2.vercel.app/_next/static/media/tability-insights-board.e70f9466.png)
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.
![Tability Insights Dashboard](https://tability-templates-v2.vercel.app/_next/static/media/checkins-graph.b2aec458.png)
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 turn your Support Staff OKRs in a strategy map
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.
![A strategy map in Tability](https://tability-templates-v2.vercel.app/_next/static/media/tability_strategy_map.2ad25843.png)
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 enhance superior customer support to VIP clients
OKRs to strengthen overall cybersecurity infrastructure
OKRs to establish thought leadership in the B2B software product industry
OKRs to enhance data governance maturity with metadata and quality management
OKRs to boost efficiency in preparing financial statements
OKRs to efficiently manage and optimize our team's budget performance
OKRs resources
Here are a list of resources to help you adopt the Objectives and Key Results framework.
- To learn: What is the meaning of OKRs
- Blog posts: ODT Blog
- Success metrics: KPIs examples
Create more examples in our app
You can use Tability to create OKRs with AI – and keep yourself accountable 👀
Tability is a unique goal-tracking platform built to save hours at work and help teams stay on top of their goals.
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