The most important thing in communication is hearing what isn’t said.
- Peter Drucker, Father of post-war management thinking
What is ART in Customer Experience?
ART means Average Resolution Time, also known as Time to Resolution and Mean Time To Resolution (MTTR). It is a critical but common call center and a customer service metric to know.
Average Resolution Time is the average time taken by the agent or the representative to resolve the customer service query or an inbound sales conversation through a live chat or call.
How do you calculate Average Resolution Time?
To calculate the Average Resolution Time (ART), take the sum of the total duration of all resolved conversations and then divide it by the total number of resolved calls
Here’s the Mean Time to Resolution or simply known as Average Time to Resolution formula:
Industrial Benchmarking of Average Resolution Time
The average benchmark of Average Resolution Time for all industries is under 8:30 minutes. For various industries the recent benchmarking (as of 2021) varies as follows:
ART Benchmarking for various Industries in 2021
What is a good Average Resolution Time?
Typically, a good Average Resolution Time is within 5 minutes, where a customer is happy to wait to get the resolution to their query.
As per industry standards, 6 minutes is a good AHT for several sectors.
Once you have your Average Resolution Time (ART), Customer Satisfaction (CSAT) rate, and Net Promoter Score (NPS), you can determine the pace of your customer service and decide whether it’s a good or a poor score.
How to reduce Average Resolution Time?
Let’s take a look at a few good practices to improve your ART.
- Efficiently train agents for de-escalation techniques
- Encouraging agent soft skills, as it is very important to handle customer’s patience while you resolve the conversation
- Improvising your Internal Knowledge Base (IKB)
- Keep the customers engaged and let them not feel a lot of time is consumed
- Collate a high ART agent with a low ART agent for a better learning experience
- Record calls and regularly monitor agent performance
- Leverage workflow automation to reduce ART
- Review dashboard matrix statistics regularly
Why is measuring Average Resolution Time important?
The clock starts ticking quickly the moment a customer reaches out to you for your help. Time is valuable to you, and your customer’s time is valuable to them.
Customer satisfaction comes from the faster resolution of a query or a complaint. So it is important to know your Average Resolution Time for handling these calls to efficiently run your customer support and the call center.
Customer service metrics form the crux of every well-run business. It is an important factor that enables the process of improvement.
Methods used for measuring Average Resolution Time might be different across industries and the kind of service provided. We cannot improve something we don’t know. Thus, measuring Average Resolution Time must be a frequent practice at businesses of all sizes, irrespective of industry.
Consequently, average resolution time (ART) can be measured using customer relationship management software (CRM). A tool to manage your customer service efficiently and helps your business to step forward in terms of customer relationships. This software is specially built for contact center management.
By utilizing the right automation platform, the customer relationship and retention for the brand and business can be improved incredibly.
Kapture’s instant statistical analysis of ART and other Call Center Metrics
About the Author
|Shreeja C S|
|A professional blogger and a business writer, who specializes in various real-time industries and their research. A social worker and an aspiring engineer & business student from Manchester, United Kingdom.|