Post by account_disabled on Apr 30, 2024 4:30:05 GMT -5
Valuing customers' time should be a point of attention for all companies. Giving feedback when a question or problem arises increases satisfaction and loyalty levels. This is why the Call to Resolution is so important. Using this metric, you will be able to evaluate your customer service. In today's post, we're going to talk about Call to Resolution, explain what it is, why it's so important and how to improve it now. Check out! What is Call to Resolution? Call to Resolution can be translated as time to resolve a call . This is a service metric that aims to measure the average time it takes to resolve an issue raised by a customer. Time starts to tick from the customer's first interaction to ask for help, whether through a phone call, email, chat or in person, and continues until the situation is completely resolved. The metric can also be called Time to Resolution, Mean Time to Resolution or even Time to Resolve, with abbreviations MTTR and TTR.
According to the CMO Council's The Customer in Context survey, a short response time is the most important attribute of a good experience for 75% of customers. Meanwhile, Forrester showed that 73% of people believe that valuing their time is the most important thing in any online customer experience. On the other hand, information from SuperOffice indicates that the average response time to Cayman Islands Phone Number List customer service requests is 12 hours and 10 minutes. So, if you want your company to stand out from the competition, paying attention to customer expectations, encouraging loyalty, invest in agile support. Giving the customer a good answer quickly will make them even more satisfied than the same answer days later. However, here, we need to make it clear that the Call to Resolution is more than an answer for the sake of an answer.
Looking at the Call to Resolution, you can identify internal processes that are related to longer resolution times and know which are the most complex cases that require greater effort to resolve. This way, you will have a broader understanding of the customer journey and will be able to find out how service can become more efficient. By improving your Call to Resolution numbers, your company will be demonstrating to your customers that you are seeking to value their time and make resolving calls simpler. At the same time, you will also be saving your employees' time, who will know how to act in a more strategic and optimized way. verage is made. To do this, it is necessary to determine a period and divide the total time taken to resolve each call by the total number of calls resolved.
According to the CMO Council's The Customer in Context survey, a short response time is the most important attribute of a good experience for 75% of customers. Meanwhile, Forrester showed that 73% of people believe that valuing their time is the most important thing in any online customer experience. On the other hand, information from SuperOffice indicates that the average response time to Cayman Islands Phone Number List customer service requests is 12 hours and 10 minutes. So, if you want your company to stand out from the competition, paying attention to customer expectations, encouraging loyalty, invest in agile support. Giving the customer a good answer quickly will make them even more satisfied than the same answer days later. However, here, we need to make it clear that the Call to Resolution is more than an answer for the sake of an answer.
Looking at the Call to Resolution, you can identify internal processes that are related to longer resolution times and know which are the most complex cases that require greater effort to resolve. This way, you will have a broader understanding of the customer journey and will be able to find out how service can become more efficient. By improving your Call to Resolution numbers, your company will be demonstrating to your customers that you are seeking to value their time and make resolving calls simpler. At the same time, you will also be saving your employees' time, who will know how to act in a more strategic and optimized way. verage is made. To do this, it is necessary to determine a period and divide the total time taken to resolve each call by the total number of calls resolved.