Resolution Time

Outsourcing glossary

Those stinking three letter words.

Here’s a quick guide to help understand the in’s and out’s of outsourcing.

Resolution Time

Definition

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, one to six minutes.

One way to improve Resolution Time is a well organized and intuitive knowledge base for teammates and is used to share readily available information quickly with the user. For teammates, this improves efficiency and for customers.

TaskUs has the capabilities to overhaul completely and rewrite a client’s knowledge base.

For instance, when 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 re-wrote the articles and revised the client’s entire knowledge base which significantly improved the resolution time efficiency of its teammates.