Average Time to Resolution (ATTR)

Related KPIs

Average Time to Resolution (ATTR) Interpretation

High ATTR values indicate prolonged resolution times, which can frustrate customers and damage brand loyalty. Conversely, low values suggest effective problem-solving processes and customer support efficiency. Ideal targets typically fall below 24 hours for most service-oriented businesses.

• <12 hours – Exceptional performance; indicates proactive support
• 12–24 hours – Acceptable; maintain focus on continuous improvement
• >24 hours – Concern; requires immediate investigation and action

Common Pitfalls

Many organizations overlook the nuances of ATTR, leading to misinterpretations that can hinder service improvements.

• Failing to categorize issues properly can skew resolution times. Complex cases may take longer but should not be averaged with simpler inquiries, distorting overall performance metrics.
• Neglecting to analyze root causes of delays results in recurring issues. Without addressing the underlying problems, teams may find themselves in a cycle of inefficiency.
• Inadequate training for customer service representatives can lead to inconsistent resolution approaches. This inconsistency frustrates customers and prolongs resolution times.
• Over-reliance on automated systems may create bottlenecks. While automation can enhance efficiency, it can also lead to unresolved queries if not monitored closely.

Improvement Levers

Enhancing ATTR requires a multifaceted approach focused on streamlining processes and empowering teams.

• Implement a robust ticketing system to track issues effectively. This allows teams to prioritize cases based on urgency and complexity, ensuring timely resolutions.
• Regularly review and refine workflows to eliminate unnecessary steps. Streamlining processes can significantly reduce resolution times and improve customer satisfaction.
• Invest in training programs for customer service teams. Well-trained representatives can resolve issues more efficiently, leading to shorter ATTR and happier customers.
• Encourage cross-department collaboration to address complex issues. Engaging multiple teams can expedite resolutions and enhance the overall customer experience.

Average Time to Resolution (ATTR) Case Study Example

A leading telecommunications provider faced challenges with a rising Average Time to Resolution (ATTR), which had escalated to 36 hours. This delay was impacting customer satisfaction and leading to increased churn rates. To address this, the company initiated a project called "Resolution Revolution," aimed at enhancing service efficiency through technology and process improvements.

The initiative involved deploying an advanced analytics platform that provided real-time insights into customer inquiries and resolution times. By analyzing data patterns, the company identified common issues and implemented targeted training for customer service representatives. Additionally, they streamlined their ticketing process, allowing for quicker escalations when necessary.

Within 6 months, the company reduced ATTR to 18 hours, significantly improving customer satisfaction scores. The enhanced efficiency not only retained customers but also reduced operational costs associated with prolonged service inquiries. As a result, the company was able to reinvest savings into further technological advancements, reinforcing its commitment to customer service excellence.