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On-Time Resolution

What is on-time resolution?

On-time resolution is the act of resolving a support ticket within the time defined in your Service Level Agreement (SLA). Your agents should always strive to resolve queries within the SLA, so that your customers are satisfied, instead of getting frustrated.

On-time resolution is typically calculated in business hours, so you don’t need to account for time outside of business hours. However, it’s always beneficial to solve customer queries as soon as they arise, and AI-powered chatbots can help with this, even when your support team is offline.

Why is on-time resolution important?

On-time resolution is directly tied to customer satisfaction. That’s because you’ve made a commitment to solving their queries within a specific period of time and they’re expecting you to stick to it.

If you don’t resolve your customer’s queries within the amount of time that you committed to, that’s going to leave them frustrated.

However, handling it within the specified amount of time would leave them feeling satisfied. Solving your customers’ issues quickly will even increase customer loyalty. They know that they will get answers quickly, which will increase their trust in you. It could even be beneficial when their needs evolve, which gives you cross-sell and upsell opportunities, allowing you to increase your customer lifetime value.

What happens if tickets are not resolved within the SLA?

If tickets are not resolved within the time defined in the SLA, you could land in a bit of trouble. Usually, there would be penalties defined in the SLA. The SLA would also state what actions you need to take to make up for any problems that your customers may have faced because of their issues not getting resolved within the right amount of time.

But penalties and reimbursements would not be the only thing you’d have to worry about. It’s also quite likely that you would see those customers leaving you. Your loyalty rate would fall drastically if a large number of tickets are not resolved quickly.

Additionally, it’s also possible that your customers (or now, former customers) would end up telling their friends, family, and others in their circles about the negative experience that they faced, warning them against doing business with you, and tarnishing your reputation.

How to reduce your time to resolution?

Here are a few ways to reduce your time to resolution and increase your chances of resolving queries within the amount of time stipulated in your service level agreement.

1. Train your agents

Training your agents to handle new queries and increasingly complex ones would reduce their dependence on others, helping them resolve issues faster.

2. Empower your agents

If your agents need to seek authorization, they will take more time to resolve issues. Empower them to propose solutions to your customers’ problems within certain limits without needing to seek permission from management.

3. Automation

If vast amounts of small, simple queries are keeping your support team from resolving queries on time, deploy an intelligent chatbot to handle these simple, repetitive support requests. This will allow your support representatives to focus on the complex ones and handle them quicker.

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On-Time Resolution

October 14, 2020

Table of contents

Key takeawaysCollaboration platforms are essential to the new way of workingEmployees prefer engati over emailEmployees play a growing part in software purchasing decisionsThe future of work is collaborativeMethodology

What is on-time resolution?

On-time resolution is the act of resolving a support ticket within the time defined in your Service Level Agreement (SLA). Your agents should always strive to resolve queries within the SLA, so that your customers are satisfied, instead of getting frustrated.

On-time resolution is typically calculated in business hours, so you don’t need to account for time outside of business hours. However, it’s always beneficial to solve customer queries as soon as they arise, and AI-powered chatbots can help with this, even when your support team is offline.

Why is on-time resolution important?

On-time resolution is directly tied to customer satisfaction. That’s because you’ve made a commitment to solving their queries within a specific period of time and they’re expecting you to stick to it.

If you don’t resolve your customer’s queries within the amount of time that you committed to, that’s going to leave them frustrated.

However, handling it within the specified amount of time would leave them feeling satisfied. Solving your customers’ issues quickly will even increase customer loyalty. They know that they will get answers quickly, which will increase their trust in you. It could even be beneficial when their needs evolve, which gives you cross-sell and upsell opportunities, allowing you to increase your customer lifetime value.

What happens if tickets are not resolved within the SLA?

If tickets are not resolved within the time defined in the SLA, you could land in a bit of trouble. Usually, there would be penalties defined in the SLA. The SLA would also state what actions you need to take to make up for any problems that your customers may have faced because of their issues not getting resolved within the right amount of time.

But penalties and reimbursements would not be the only thing you’d have to worry about. It’s also quite likely that you would see those customers leaving you. Your loyalty rate would fall drastically if a large number of tickets are not resolved quickly.

Additionally, it’s also possible that your customers (or now, former customers) would end up telling their friends, family, and others in their circles about the negative experience that they faced, warning them against doing business with you, and tarnishing your reputation.

How to reduce your time to resolution?

Here are a few ways to reduce your time to resolution and increase your chances of resolving queries within the amount of time stipulated in your service level agreement.

1. Train your agents

Training your agents to handle new queries and increasingly complex ones would reduce their dependence on others, helping them resolve issues faster.

2. Empower your agents

If your agents need to seek authorization, they will take more time to resolve issues. Empower them to propose solutions to your customers’ problems within certain limits without needing to seek permission from management.

3. Automation

If vast amounts of small, simple queries are keeping your support team from resolving queries on time, deploy an intelligent chatbot to handle these simple, repetitive support requests. This will allow your support representatives to focus on the complex ones and handle them quicker.

Thanks for reading! We hope you found this helpful.

Ready to level-up your business? Click here.

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