Understanding Average Resolution Time as a Customer Service KPI

Overview of Average Resolution Time

In customer service, Average Resolution Time (ART) is a key metric or Key Performance Indicator (KPI) that tracks the average time taken to resolve customer issues or queries after they have been logged in the system.

The importance of this KPI lies in its direct connection with customer satisfaction and service efficiency. A shorter Average Resolution Time indicates that the organization is able to quickly resolve customer issues, leading to higher customer satisfaction. On the other hand, a lengthy ART might be indicative of inefficient support processes or lack of appropriate resources, potentially leading to customer dissatisfaction.

Moreover, ART is a valuable metric for internal benchmarking and continuous process improvement. It provides management with insights into the efficiency of their customer service department and helps identify areas that need improvement.

Calculating Average Resolution Time

The formula to calculate Average Resolution Time is simple. It's the total time taken to resolve all issues divided by the number of issues resolved.

Here's the formula represented in more detail:

Average Resolution Time = Total Time Taken to Resolve All Issues / Number of Issues Resolved

It's important to note that the resolution time for each issue is the difference between the time at which the issue was resolved and the time at which the issue was logged.

By monitoring and analyzing Average Resolution Time, an organization can gain actionable insights into their customer service performance and make necessary adjustments to their strategies in order to deliver an excellent customer experience.