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.

1. Decrease
Resolution Time
R
solution time (or TTR for time-to-resolution) helps
e Consider these tips for reducing TTR
organizations track the average amount of time spent effectively:
resolving customer issues.
Encourage team members to

use their best communication
The greatest interest in TTR tends to be in skills with all customers; this
includes building rapport,
Customer Satisfaction
the domain of technical support, where
organizations and their customers share the using an effective questioning
common goal of resolving customer issues as strategy, and controlling the
quickly as possible. For customers, this means dialogue with the customer
Resolution Time (TTR) returning to “operational status” as quickly as in the most appropriate
possible; for employers this means controlling support costs while communication channel.
maintaining customer satisfaction. Provide training in these areas if
necessary.
TTR is typically measured in hours or days depending on the nature Make sure all support team

of the product or system being supported, and is measured from the members have adequate
time a support request is logged until the time the case is closed. technical training and access to
the resources they need to do
their jobs efficiently.
Many factors can contribute to TTR. These Work “the floor.” Get involved

factors include the communication skills and with the day-to-day interactions
Support Costs
technical expertise of both the representative of the support team. Listen and
and the customer, the representative’s observe to better understand
access to relevant resources, and his or their challenges, and solicit their
Resolution Time (TTR) her troubleshooting skills. In addition, the input for ways to reduce the
representative’s caseload and his or her diligence in following up time it takes them to resolve
with customers play into the equation. their customers’ issues.
While keeping TTR as short as possible is a goal For more information contact:
Technical Communication
of every technical support team leader, care Impact Learning Systems International
needs to be exercised so that the goal doesn’t % 800.545.9003
Skills Proficiency
become ever-shorter resolution times. If root % 805.781.3283
cause analysis is abandoned in favor of a quick info@impactlearning.com
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Resolution Time (TTR) 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.