Total Resolution Time

Related KPIs

Total Resolution Time Interpretation

High Total Resolution Time suggests inefficiencies in addressing customer issues, which can lead to dissatisfaction and churn. Low values indicate a streamlined process, where problems are resolved quickly, enhancing customer experience. Ideal targets vary by industry, but organizations should aim for continuous improvement.

• <24 hours – Excellent performance; indicates strong operational efficiency
• 24–48 hours – Acceptable; monitor for potential delays
• >48 hours – Concern; requires immediate investigation and process review

Total Resolution Time Benchmarks

• Industry average for tech support: 36 hours (Gartner)
• Top quartile in customer service: 12 hours (Forrester)

Common Pitfalls

Many organizations underestimate the impact of Total Resolution Time on customer loyalty and retention.

• Failing to track resolution times can lead to blind spots in service quality. Without regular monitoring, teams may not recognize delays that frustrate customers and harm relationships.
• Inadequate training for support staff results in inconsistent issue handling. Employees may struggle to resolve problems efficiently, leading to longer resolution times and increased customer dissatisfaction.
• Ignoring root causes of recurring issues prevents long-term improvements. If organizations do not address the underlying problems, they will continue to face delays and inefficiencies.
• Overcomplicating the resolution process can confuse both staff and customers. A convoluted workflow increases the likelihood of errors and prolongs resolution times.

Improvement Levers

Enhancing Total Resolution Time requires a focus on process optimization and employee empowerment.

• Implementing a centralized ticketing system can streamline issue tracking and resolution. This allows teams to prioritize tasks effectively and reduces time spent searching for information.
• Regular training sessions on problem-solving techniques empower staff to resolve issues faster. Investing in skill development leads to improved efficiency and customer satisfaction.
• Establishing clear escalation protocols ensures complex issues are addressed promptly. This minimizes delays and enhances the overall customer experience.
• Utilizing customer feedback loops helps identify pain points in the resolution process. By actively seeking input, organizations can make data-driven adjustments to improve efficiency.

Total Resolution Time Case Study Example

A leading telecommunications provider faced challenges with its Total Resolution Time, which averaged 72 hours. This lengthy resolution period was impacting customer satisfaction, leading to increased churn rates and negative brand perception. The company initiated a project called "Resolution Revolution," aimed at reducing TRT through process reengineering and technology enhancements.

The initiative involved deploying AI-driven chatbots to handle routine inquiries, allowing human agents to focus on more complex issues. Additionally, the company invested in training programs for support staff, emphasizing efficient problem-solving techniques. By implementing a centralized knowledge base, agents could access information quickly, reducing resolution times significantly.

Within 6 months, the average TRT dropped to 30 hours, resulting in a 25% increase in customer satisfaction scores. The reduction in resolution time also led to a decrease in operational costs, as fewer resources were required to manage customer inquiries. This success not only improved customer loyalty but also positioned the company as a leader in service excellence within the telecommunications industry.