2 OKR examples for Customer Service Teams

What are Customer Service Teams 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.

Writing good OKRs can be hard, especially if it's your first time doing it. You'll need to center the focus of your plans around outcomes instead of projects.

We have curated a selection of OKR examples specifically for Customer Service Teams 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 more about the OKR meaning online.

Best practices for managing your Customer Service Teams OKRs

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

The #1 role of OKRs is to help you and your team focus on what really matters. Business-as-usual activities will still be happening, but you do not need to track your entire roadmap in the 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.

Tability's audit dashboard will highlight opportunities to improve OKRs

Tip #2: Commit to the weekly check-ins

Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to get the full value of your OKRs and make your strategy agile – otherwise this is nothing more than a reporting exercise.

Being able to see trends for your key results will also keep yourself honest.

Tability's check-ins will save you hours and increase transparency

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 below). 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.

Building your own Customer Service Teams OKRs with AI

While we have some examples below, it's likely that you'll have specific scenarios that aren't covered here. There are 2 options available to you.

Use our free OKRs generator
Use Tability, a complete platform to set and track OKRs and initiatives
including a GPT-4 powered goal generator

Best way to track your Customer Service Teams OKRs

Your quarterly OKRs should be tracked weekly in order to get all the benefits of the OKRs 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.

Tability's Strategy Map makes it easy to see all your org's OKRs

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.

Customer Service Teams OKRs templates

We've covered most of the things that you need to know about setting good OKRs and tracking them effectively. It's now time to give you a series of templates that you can use for inspiration!

You will find in the next section many different Customer Service Teams Objectives and Key Results. We've included strategic initiatives in our templates to give you a better idea of the different between the key results (how we measure progress), and the initiatives (what we do to achieve the results).

Hope you'll find this helpful!

OKRs to decrease the Mean Time to Resolution (MTTR) for all incidents

Decrease the Mean Time to Resolution (MTTR) for all incidents
Improve technical skills, aiming for 15% faster handling of subsequent incidents
Practice problem-solving using tech simulations
Enroll in technical skill-enhancing workshops/courses
Read, study and apply latest tech manuals/guides
Cut the average initial response time by 20%
Automate initial responses with a well-structured bot
Provide quick response training to customer service teams
Implement 24/7 customer support service
Implement a system that ensures 90% of incidents are first-time fixes
Develop a robust incident reporting protocol
Train team on comprehensive problem-solving techniques
Incorporate quality assurance check within the process

Track these OKRs

OKRs to improve product quality by ensuring teams identify and mitigate risks

Improve product quality by ensuring teams identify and mitigate risks
Increase the number of identified risks during the product development process by 20%
Conduct regular risk assessment sessions to proactively identify potential risks and solutions
Encourage open communication to enable team members to report potential risks promptly
Provide training and resources to enhance risk identification skills of product development teams
Implement a comprehensive risk identification framework for product development teams
Conduct quarterly training sessions for teams to enhance risk identification and mitigation skills
Evaluate and assess the effectiveness of the training sessions through feedback and metrics
Develop training materials and curriculum for risk identification and mitigation
Schedule and coordinate quarterly training sessions for all teams within the organization
Facilitate interactive exercises and case studies to practice risk identification and mitigation
Implement risk mitigation strategies for at least 80% of the identified risks
Implement and monitor the effectiveness of risk mitigation strategies for at least 80% of risks
Conduct a thorough risk assessment to identify potential risks
Develop specific risk mitigation strategies for each identified risk
Prioritize identified risks based on their potential impact and likelihood
Achieve a 10% reduction in the occurrence of quality-related issues reported by customers
Analyze customer feedback to identify root causes of quality-related issues
Develop and implement corrective action plans based on root cause analysis
Implement training programs for employees to improve quality control processes
Conduct customer surveys to identify common quality-related issues

product-quality risk-mitigation risk-manager training-facilitator product-development-team customer-service-team

Track these OKRs

More Customer Service Teams OKR templates

We have more templates to help you draft your team goals and OKRs.

OKRs resources

Here are a list of resources to help you adopt the Objectives and Key Results framework.

To learn: Complete 2024 OKR cheat sheet
Blog posts: ODT Blog
Success metrics: KPIs examples