The previous article discussed the factors influencing the Time to Resolution metric and how they can be interpreted.
Now, we would like to delve into the question of how to reduce this metric. Or, more precisely, how to have a QUALITATIVE impact by reducing the time it takes to process requests.
This is important to note because superficial processing of requests without proper attention to detail may reduce TTR. However, this will affect the user who contacted Support and will not be satisfied. This will negatively affect loyalty to the company and a number of other things. Therefore, let's examine why a high Time to Resolution is bad and how to influence its reduction.
Let's dive in!
A long time to resolve a problem can negatively impact several aspects of the business or system, including:
Customer satisfaction
Long problem resolution times can lead to customer frustration and dissatisfaction, negatively impacting customer loyalty and retention.
Well, it's logical. The world is dynamic, and time is money. Users are not ready to spend forever processing their requests.
Productivity
If issues are not resolved quickly, it can disrupt workflow and reduce productivity. Team members may only be able to complete their tasks once the issue is resolved.
Welcome to their majesty, the Blockers! Even the smallest issue can block the work of an entire team.
Costs
Taking longer to resolve a problem can increase operational costs. More resources, such as labor and equipment, may be required to solve the problem.
The more time team members spend solving a problem, the more it costs the company. Remember the age-old adage that time = money—more time = more costs. And sometimes, it can also result in losses - if you work too long on something important to your client, you can lose them.
Reputation
Resolving a problem for a long time can damage a company's reputation. This can lead to a decrease in customer confidence and potential loss of business.
And what's the best advertisement for your business? That's right, recommendations from your grateful customers. So, what kind of positive feedback can you talk about if you can solve problems forever?
Compliance and legal issues
In some industries, taking a long time to resolve issues can lead to compliance or legal problems, potentially resulting in fines or other penalties.
Quality of services/products
Long problem resolution times can indicate problems with the quality of the services or products provided, which can have far-reaching negative consequences for the business.
Reducing the time to resolution involves increasing the efficiency and effectiveness of problem-solving processes. Here are some strategies that can help:
With the help of a histogram chart, you can visualize your data and see trends in metrics.
You can make informed decisions, find bottlenecks, and optimize your workflows by analyzing.
May your Time to Resolution always be optimal!
P.S. Try the Time Between Statuses app - 30 days free trial
Iryna Komarnitska_SaaSJet_
Product Marketer
SaaSJet
Ukraine
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