Your team handles hundreds of tickets every day, but how many are actually resolved? The resolution rate is the metric that answers this crucial question.
In this guide, discover what the resolution rate is, how to calculate it, and, above all, how to improve it for effective customer service.
The resolution rate measures the percentage of customer requests that have been effectively resolved over a given period. It is a fundamental indicator of the effectiveness of your customer service.
Unlike FCR (First Contact Resolution), which measures resolutions on first contact, the overall resolution rate counts all resolved requests, regardless of the number of exchanges required.
The formula is simple:
Resolution rate = (Number of tickets resolved / Total number of tickets) × 100
Over the course of a week, your team receives 500 tickets:
Resolution rate = (420 / 500) × 100 = 84%
Depending on your needs, you can calculate:
Benchmarks vary depending on the context:
Reasonable target: aim for a resolution rate above 85%, with a target of 90%+ for standard requests.
The resolution rate is part of a set of complementary metrics:
Before making improvements, identify the obstacles:
Set clear criteria for your team:
Each escalation increases the resolution time and can cause a ticket to "fall" into oblivion. Train your Level 1 agents to resolve more cases.
A well-qualified ticket from the outset = fewer back-and-forth exchanges = faster resolution.
Frequently asked questions can be handled automatically, freeing up time for complex cases.
Klark allows you to automate responses to simple requests while assisting agents with more complex cases.
A ticket that has been open for 7 days without any activity? Alert the manager. Create workflows to avoid "forgotten" tickets.
Why are some tickets never resolved? Categorize the reasons:
A "resolved" ticket does not necessarily mean a satisfied customer. The quality of the resolution is just as important as the fact that it has been resolved.
For a complete picture, cross-reference your resolution rate with the post-resolution CSAT score. A high resolution rate with a low CSAT indicates "forced" or sloppy resolutions.
The overall rate hides different realities. Analyze by:
P1 tickets (critical) must have a resolution rate close to 100%.
Closing a ticket to "improve statistics" without resolving the issue. The customer will return, dissatisfied.
Difficult cases that drag on cause the rate to drop. Set up a specific process for these tickets.
An overall rate of 85% may conceal a rate of 60% on claims. Segment!
Responding to a ticket is not the same as resolving it. Resolution means that the customer's problem has been effectively dealt with.
The FCR measures resolutions on first contact only. The overall resolution rate includes all resolutions, even after multiple exchanges.
That's unrealistic. Some requests are outside the scope, some customers disappear. Aim for 90%+ on requests within your scope.
Create a specific status (e.g., "Out of scope," "Awaiting product") to distinguish them from genuine resolution failures.
With caution. An overly strict goal can lead to closure without real resolution.
The resolution rate is a fundamental indicator, but it should not be analyzed on its own. Combine it with the FCR, resolution time, and customer satisfaction for a complete picture.
The keys to a good resolution rate:
Want to improve your resolution rate? Discover how Klark can help your team.
