Resolution Time (TTR for Time-to-Resolution)
Resolution time (or TTR for time-to-resolution) helps organizations track the average amount of time spent resolving customer issues.
The greatest interest in TTR tends to be in the domain of technical support, where organizations and their customers share the common goal of resolving customer issues as quickly as possible. For customers, this means returning to “operational status” as quickly as possible; for employers this means controlling support costs while maintaining customer satisfaction.
TTR is typically measured in hours or days depending on the nature of the product or system being supported, and is measured from the time a support request is logged until the time the case is closed.
Many factors can contribute to TTR. These factors include the communication skills and technical expertise of both the representative and the customer, the representative's access to relevant resources, and this or her troubleshooting skills. In addition, the representative’s caseload and his or her diligence in following up with customers play into the equation.
While keeping TTR as short as possible is a goal of every technical support team leader, care needs to be exercised so that the goal doesn’t become ever-shorter resolution times. If root cause analysis is abandoned in favor of a quick workaround, or if rapport is jeopardized by an overworked or under-trained representative, then customer satisfaction can be diminished no matter how quickly an issue is resolved.
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