Resolution Time is the amount of time that it takes for a teammate to resolve an end user’s service request, concern or question.
Our email Resolution Time is, on average, 1-6 minutes.
One way to improve Resolution Time is a well-organized and intuitive knowledge base for teammates to use and share readily available information quickly with the user. For teammates, this improves efficiency for customers.
TaskUs has the capabilities to overhaul completely and rewrite a client’s knowledge base.
For instance, while working with one client, we found that there were a significant number of old articles in its knowledge base due to frequent changes to its policies and processes. TaskUs proactively rewrote the articles and revised the client’s entire knowledge base which significantly improved the Resolution Time efficiency of its teammates.