What is Estimated Time to Resolution (ETR)?
ETR refers to the expected amount of time it will take to resolve a customer’s issue. It’s commonly used in ticket-based and technical support environments to set realistic customer expectations and manage SLAs (Service Level Agreements).
Why ETR Matters in Call Centers
– Helps reduce customer frustration by setting clear expectations
– Supports SLA compliance and accountability
– Allows agents to prioritize based on urgency and complexity
– Enables more transparent communication with customers
How to Estimate ETR
– Analyze historical resolution data
– Consider issue complexity and agent availability
– Use automation or AI to suggest initial estimates
– Provide real-time updates if the ETR changes
Types of ETR Applications
Internal ETR
Used by agents and support teams to manage workload and forecasting.
External ETR
Shared with customers through IVR, SMS, or support portals.
Best Practices for Using ETR
– Avoid over-promising and under-delivering
– Set and communicate realistic estimates
– Continuously update customers on delays or early completions
– Track average actual vs. estimated times for optimization
Related Topics for Further Reading
– FCR (First Call Resolution)
– Real-Time Monitoring
– Ticket Management
– Service Level Agreements (SLAs)
