Turnaround Time (TAT)

Turnaround Time (TAT) measures the time from when an inquiry or order is received to when it is fulfilled or completed.

What is Turnaround Time (TAT)?

Turnaround Time (TAT) measures the time from when an inquiry or order is received to when it is fulfilled or completed.

For customer support, TAT specifically tracks the time it takes to resolve customer requests from initial submission to final resolution.

TAT starts when a support ticket, email, chat, or phone call first comes in. It ends when the inquiry is closed with a resolution.

TAT only measures work time based on service hours. If a request comes in outside of operating hours, the TAT clock starts when teams are back online.

A few examples:

  • Email ticket TAT - Time from receipt to resolved response.
  • Chat TAT - Time from initial message to agent marking issue resolved.
  • Call TAT - Time from call landing in queue to disconnect after resolution.

Why TAT Matters in Customer Support

Turnaround time is a key indicator of operational efficiency and customer satisfaction.

Quick TAT shows teams are organized and equipped to handle volume and resolve issues promptly. Customers get fast help which improves satisfaction.

Long TAT reveals bottlenecks in processes, staffing, tools, or skills. Customers get frustrated waiting for resolutions which hurts satisfaction.

Tracking TAT over time provides visibility into performance fluctuations. Spikes or drops can be correlated to causes like new hires, policy changes, or seasons.

Optimizing TAT involves analysis to identify rising request types and complexity trends. Teams can adapt with appropriate training, resources, and workflows. Multichannel options like chatbots also help improve TAT by deflecting common requests.

Setting TAT targets provides goals for agents and keeps leadership accountable. For example, 80% of chats answered in under 2 minutes. This motivates continual improvement.

Key Takeaways on TAT

  • TAT measures time from inquiry receipt to resolution.
  • Quick TAT = efficient operations and happy customers.
  • Long TAT = bottlenecks and poor customer experiences.
  • TAT trends provide performance visibility.
  • Optimization means adapting to request types and complexity.
  • TAT targets drive accountability and improvement.

Monitoring Turnaround Time is crucial for support organizations seeking operational excellence. The focus centers on timely, quality resolutions to create happy, loyal customers.