Time to Resolution

Related KPIs

Time to Resolution Interpretation

High TTR values typically indicate inefficiencies in problem resolution processes, potentially leading to customer frustration and lost revenue. Conversely, low TTR values suggest a streamlined approach to resolving issues, enhancing customer experience and loyalty. Ideal targets for TTR should be established based on industry standards and organizational goals.

• <24 hours – Excellent performance; indicates strong operational efficiency
• 24–48 hours – Acceptable range; monitor for potential delays
• >48 hours – Warning sign; requires immediate attention and root-cause analysis

Time to Resolution Benchmarks

• IT service management average: 36 hours (Gartner)
• Customer support average: 48 hours (Zendesk)

Common Pitfalls

Many organizations overlook the importance of TTR, focusing instead on other metrics that may not directly correlate with customer satisfaction.

• Failing to standardize resolution processes can lead to inconsistent outcomes. Without clear protocols, teams may struggle to resolve issues efficiently, resulting in longer TTRs and frustrated customers.
• Neglecting to leverage technology for tracking and resolving issues can hinder performance. Manual processes often introduce delays and errors, making it difficult to achieve optimal TTR.
• Ignoring customer feedback on resolution effectiveness can perpetuate unresolved issues. Without insights from customers, organizations may miss critical pain points that prolong TTR.
• Overcomplicating the resolution process with unnecessary steps can confuse teams and customers alike. Simplifying workflows can significantly reduce TTR and enhance customer experience.

Improvement Levers

Enhancing TTR requires a focused approach to streamline processes and empower teams.

• Implement automated ticketing systems to track and prioritize issues. Automation reduces manual workload and ensures timely responses, leading to faster resolutions.
• Regularly train staff on best practices for issue resolution. Well-trained teams can navigate challenges more effectively, reducing TTR and improving customer satisfaction.
• Establish clear communication channels for customers to report issues. Easy access to support can expedite resolution and enhance customer trust in the organization.
• Utilize data analytics to identify common issues and root causes. By addressing these proactively, organizations can reduce TTR and improve overall service quality.

Time to Resolution Case Study Example

A leading telecommunications provider faced challenges with its Time to Resolution (TTR), averaging 72 hours for customer service inquiries. This prolonged response time led to increased customer complaints and churn rates, threatening the company’s market position. To address this, the provider launched an initiative called “Resolution Revolution,” aimed at enhancing customer service efficiency. The initiative focused on integrating AI-driven chatbots to handle routine inquiries, allowing human agents to concentrate on complex issues.

Within 6 months, the average TTR dropped to 30 hours, significantly improving customer satisfaction scores. The company also invested in training programs for customer service representatives, equipping them with skills to resolve issues more effectively. As a result, the number of escalated cases decreased by 40%, further streamlining the resolution process.

The success of “Resolution Revolution” not only improved TTR but also had a positive impact on customer retention rates, which increased by 15% over the same period. The organization redirected resources saved from reduced resolution times into enhancing network infrastructure, ultimately driving better service quality. This strategic alignment between operational efficiency and customer satisfaction positioned the company for sustainable growth in a competitive market.