What are the best ways to track client issue resolution time?

1 Define your resolution process

Before you can track your resolution time, you need to define what resolution means for your clients and your business. Resolution can have different levels, such as first response, partial solution, full solution, or confirmation. You also need to specify the steps, roles, and responsibilities involved in your resolution process, such as who will handle the issue, how they will communicate with the client, and what tools they will use. Having a clear and consistent resolution process will help you set realistic and achievable goals, as well as identify and eliminate bottlenecks and inefficiencies.

2 Choose your resolution metrics

Once you have defined your resolution process, you need to choose the metrics that will help you measure and monitor your resolution time. There are different ways to calculate resolution time, such as average resolution time, median resolution time, first contact resolution rate, or resolution time by channel, team, or issue type. You should choose the metrics that align with your business objectives, client needs, and industry standards. You should also consider the factors that can affect your resolution time, such as the complexity, urgency, and frequency of the issues, as well as the availability and skill level of your staff.

3 Implement a tracking system

To track your resolution metrics, you need to implement a tracking system that can collect, store, and analyze the relevant data. A tracking system can be a software, a spreadsheet, or a dashboard that can record the time and status of each issue, as well as the details and feedback of the client and the staff involved. A tracking system should be easy to use, accurate, and integrated with your other tools and platforms, such as your CRM, email, chat, or phone system. A tracking system should also allow you to generate reports and insights that can help you evaluate and improve your resolution performance.

4 Communicate with your clients

Tracking your resolution time is not only important for your internal management, but also for your external communication with your clients. You should communicate with your clients throughout the resolution process, such as acknowledging their issue, updating them on the progress, notifying them of the solution, and asking for their feedback. Communicating with your clients can help you build trust, rapport, and loyalty, as well as reduce frustration, confusion, and complaints. You should also communicate with your clients about your resolution goals and expectations, such as how long it will take to resolve their issue, what channels they can use to contact you, and how they can escalate their issue if needed.

5 Learn from your feedback

Tracking your resolution time is not only a way to measure your performance, but also a way to learn from your feedback and improve your service. You should collect and analyze feedback from both your clients and your staff about your resolution process, such as what worked well, what didn't work well, and what can be improved. Feedback can help you identify the strengths and weaknesses of your resolution process, as well as the opportunities and threats for your client relations. You should also use feedback to recognize and reward your staff for their achievements, as well as to train and coach them for their challenges.

6 Optimize your resolution process

Tracking your resolution time is not a one-time activity, but a continuous cycle of improvement. You should regularly review and optimize your resolution process, based on your data, feedback, and goals. You should also monitor the trends and changes in your resolution time, as well as the impact of your actions and initiatives. Optimizing your resolution process can help you increase your efficiency, effectiveness, and quality, as well as enhance your client satisfaction and retention.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?