Improving IRT 37% with One-Click Resolution

Who

CXO

Issue

A B2C software company was experiencing a spike in Initial Resolution Time (IRT) to 7.3 hours. The cause was a lack of agent knowledge or training on an array of emerging topics that led to longer resolution times. This created a sizable backlog of tickets that drove up IRT.

Solution

After implementing Readyly’s Agent Assistant, agents cleared the backlog and were able to respond more promptly to new tickets across a wider breadth of topics, without the need for additional training.

Result

Client reduced IRT by 37% to 4.6 hours and converted 30% of overall tickets to one-click resolution. This, along with reductions in ART, contributed to a $4/ticket savings and a 1000% ROI.