Quality of Resolution

Related KPIs

Quality of Resolution Interpretation

High QoR values signify effective problem resolution and customer satisfaction, while low values may indicate systemic issues in service delivery. Ideal targets typically hover above 85%, reflecting a commitment to excellence.

• 85% and above – Excellent; indicates strong operational efficiency
• 70%–84% – Acceptable; requires monitoring and potential improvements
• Below 70% – Critical; immediate action needed to address underlying issues

Common Pitfalls

Many organizations overlook the importance of QoR, focusing instead on speed or volume of resolutions.

• Failing to standardize resolution processes can lead to inconsistent outcomes. Without clear guidelines, teams may struggle to deliver uniform quality, resulting in customer dissatisfaction.
• Neglecting to gather customer feedback prevents organizations from identifying pain points. Without insights into customer experiences, systemic issues remain unaddressed, eroding trust over time.
• Overemphasizing resolution speed can compromise quality. Rushing to close tickets often leads to unresolved issues resurfacing, ultimately increasing operational costs.
• Inadequate training for staff on resolution best practices results in poor performance. Employees may lack the skills needed to effectively address complex customer concerns, leading to frustration on both sides.

Improvement Levers

Enhancing QoR requires a multifaceted approach that prioritizes both efficiency and customer experience.

• Implement a robust training program for staff to ensure consistent resolution quality. Regular workshops and role-playing scenarios can equip employees with the necessary skills to handle diverse customer issues.
• Utilize customer feedback mechanisms to refine resolution processes. Surveys and follow-up calls can provide valuable insights into customer satisfaction and highlight areas for improvement.
• Adopt technology solutions, such as AI-driven chatbots, to streamline initial interactions. These tools can triage issues effectively, allowing human agents to focus on more complex cases.
• Establish clear metrics for resolution quality and regularly review performance. A reporting dashboard can help track results and identify trends, enabling proactive adjustments to strategies.

Quality of Resolution Case Study Example

A leading telecommunications provider faced declining customer satisfaction scores due to prolonged resolution times and inconsistent service quality. With a QoR hovering around 65%, the company recognized the urgent need for improvement. They initiated a comprehensive program called “Resolution Excellence,” which focused on enhancing training, implementing new technologies, and refining processes.

The program included a new customer feedback system that allowed clients to rate their resolution experience immediately after interactions. This real-time data provided invaluable insights, enabling the company to identify recurring issues and address them swiftly. Additionally, they integrated AI tools to assist agents in diagnosing problems more efficiently, reducing resolution times significantly.

Within a year, the QoR improved to 88%, leading to a 25% decrease in customer churn. The enhanced experience not only boosted satisfaction scores but also resulted in higher revenue retention. The company redirected resources previously spent on handling complaints towards proactive customer engagement initiatives, further solidifying their market position.

The success of “Resolution Excellence” transformed the company’s reputation, positioning it as a leader in customer service within the telecommunications sector. By focusing on QoR, they not only improved operational efficiency but also created a more loyal customer base, ultimately driving long-term profitability.