Average Resolution Time

Related KPIs

Average Resolution Time Interpretation

High Average Resolution Time values suggest inefficiencies in handling customer inquiries or issues, which can lead to dissatisfaction and lost revenue. Low values indicate a responsive and effective service team that resolves issues quickly, enhancing customer experience. Ideal targets typically fall under 24 hours for most industries.

• <12 hours – Excellent; indicates proactive customer service
• 12–24 hours – Good; meets customer expectations
• >24 hours – Needs improvement; may indicate process bottlenecks

Average Resolution Time Benchmarks

• Industry average for tech support: 18 hours (Gartner)
• Top quartile in retail: 10 hours (Forrester)
• Service industry median: 20 hours (McKinsey)

Common Pitfalls

Many organizations overlook the impact of ART on overall customer satisfaction, leading to missed opportunities for improvement.

• Failing to analyze root causes of delays can perpetuate inefficiencies. Without understanding why resolutions take longer, teams may struggle to implement effective solutions.
• Neglecting to invest in training for customer service representatives often results in inconsistent performance. Staff lacking proper skills may take longer to resolve issues, frustrating customers.
• Overcomplicating the resolution process with unnecessary steps can lead to longer wait times. Streamlined workflows are essential for reducing ART and enhancing customer experience.
• Ignoring customer feedback can mask underlying issues. Without insights from customers, organizations may miss critical pain points that extend resolution times.

Improvement Levers

Improving Average Resolution Time requires a focus on process optimization and employee empowerment.

• Implementing a robust knowledge management system can provide representatives with quick access to information. This reduces the time spent searching for answers and accelerates resolution.
• Regularly reviewing and refining workflows helps identify bottlenecks. Streamlining processes can significantly cut down on unnecessary steps that prolong resolution times.
• Investing in advanced analytics tools allows teams to track performance metrics in real-time. This data-driven approach enables proactive adjustments to improve ART.
• Encouraging cross-department collaboration fosters a more holistic approach to customer issues. When teams work together, they can resolve complex problems more efficiently.

Average Resolution Time Case Study Example

A leading telecommunications provider faced challenges with its Average Resolution Time, which had ballooned to 36 hours. This extended timeframe was impacting customer satisfaction and leading to increased churn rates. To address this, the company initiated a project called “Resolution Revolution,” aimed at overhauling its customer service processes. The initiative included implementing a new CRM system that integrated AI-driven chatbots to handle routine inquiries, freeing up agents for more complex issues. Additionally, the company invested in training programs to enhance the skills of its customer service representatives.

Within 6 months, the Average Resolution Time dropped to 18 hours, significantly improving customer satisfaction scores. The chatbot system handled 30% of inquiries, allowing human agents to focus on higher-value interactions. As a result, the company saw a 25% reduction in customer churn and an increase in upsell opportunities, as agents had more time to engage with customers meaningfully. This transformation not only improved operational efficiency but also positively impacted the company’s bottom line.

The success of “Resolution Revolution” led to the establishment of a continuous improvement framework, ensuring that the organization remains agile and responsive to customer needs. By regularly analyzing ART and other related KPIs, the company can maintain its competitive position in the market. The initiative has also fostered a culture of accountability and excellence within the customer service team, positioning them as a key driver of business success.