Time to Resolution: What it is & How to Calculate it

Imagine reaching out for help, only to be met with a never-ending wait. It's frustrating, right? In the debt collection field, this delay can cost both time and money. According to studies, 47% of customer service leaders are now totally focused on cutting down on Time to Resolution (TTR) in order to satisfy increasing client expectations. 

In debt recovery, speed isn't just about efficiency, it's crucial for maintaining positive client relationships and improving cash flow.

Time to Resolution is more than just a figure; it's a crucial sign of how well and swiftly your team can provide solutions.

In this article, we'll explore how calculating and optimizing TTR in debt collection can enhance customer satisfaction, increase loyalty, and drive business growth.

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What is Time to Resolution?

Time to Resolution refers to the total time taken from the moment a customer initiates a support request until the issue is fully resolved and closed. All interactions, including first contact, follow-ups, and final resolution, are included in this statistic.​

For debt collection agencies, TTR tracks the efficiency of debt recovery efforts and the responsiveness of the team in resolving financial issues promptly.

The first step in determining areas that require development is to understand TTR. Let's explore why this measure is so important.

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Why Time to Resolution Matters: The Benefits for Your Business

Businesses can benefit greatly from optimizing Time to Resolution (TTR), which can improve operational efficiency and customer experience. Reducing TTR ensures that companies meet customer expectations quickly, fostering trust and long-term loyalty. 

• Improved Customer Experience: Prompt resolutions provide positive experiences that increase customer satisfaction by demonstrating that their time and concerns are valued.
• Enhanced Customer Loyalty: Effective problem-solving fosters trust, which promotes repeat business and converts one-time clients into devoted supporters.
• Operational Efficiency: Support teams may handle more cases when TTR is reduced, which boosts overall productivity without sacrificing service quality.

By focusing on reducing TTR, debt collection agencies can improve both efficiency and client satisfaction.

Now that we have a solid understanding of its significance, let's explore how to calculate Time to Resolution efficiently. 

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How to Calculate Time to Resolution

Calculating Time to Resolution (TTR) is essential for understanding your team's efficiency in handling customer issues. Here's a step-by-step guide on how to calculate TTR:

1. Determine the Start Time: The start time is the moment the collection case is started or the debtor contacts the agency for the first time. This can be the moment the case is officially opened in your system or the debtor is contacted.
2. Determine the End Time: When the case is concluded, the debt is entirely collected, or a resolution is reached (such as a payment arrangement), that is the end time. If the debt is determined to be uncollectible, the case may also be listed as resolved.
3. Calculate the Resolution Time: To determine the overall case resolution time, subtract the start time from the end time. This will show you how many hours, days, or weeks you spent fixing the problem.
4. Compute the Average Resolution Time: To calculate the average TTR, sum the resolution times of all closed cases and divide by the number of cases handled.

Example Calculation:

• Case 1: Start Time = 9:00 AM, End Time = 3:00 PM → Resolution Time = 6 hours
• Case 2: Start Time = 10:00 AM, End Time = 4:00 PM → Resolution Time = 6 hours
• Case 3: Start Time = 1:00 PM, End Time = 2:00 PM → Resolution Time = 1 hour

Average TTR = (6 + 6 + 1) ÷ 3 = 4.33 hours

Accurately tracking and calculating Time to Resolution (TTR) is made easier by working with a collection agency like South East Client Services (SECS), which guarantees that debt recovery cases are addressed quickly. SECS is dedicated to providing prompt client service, guaranteeing faster settlements, and enhancing overall effectiveness.

Even though TTR is easy to calculate, there are a few issues that might compromise this metric's accuracy. Let's take a look at those next. 

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Challenges in Measuring Time to Resolution

Although determining TTR in debt collection may appear simple, several challenges can affect the accuracy of this metric:

1. Outliers and Complex Cases

Certain debt collection situations may be more complex, involving court proceedings, disagreements, or several phases that require more time to finish. These outliers may distort the average TTR. To have a better understanding of their performance, agencies often need to isolate these outliers.

2. Reopened Cases

TTR may be inflated if a case is marked as resolved but is then reopened. When first payment plans don't work out, or further negotiating is needed, this is typical in debt collection. 

3. Multiple Interactions and Payment Installments

Debt collection is often a lengthy process with multiple interactions and installment payments. Because of this, it may be challenging to monitor how long a case takes to conclude. The secret to a precise TTR calculation is making sure that every interaction is properly recorded.

Even though these challenges can impact Time to Resolution's accuracy, there are practical ways to increase this metric and accelerate the debt recovery process. Let's explore some of these strategies in the next section.

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Strategies to Improve Time to Resolution

Improving TTR in debt collection requires a combination of strategies and tools designed to speed up the recovery process:

• Training and Empowering Agents: Make sure that debt collection agents receive adequate training in negotiation and communication strategies. The faster they can reach a solution, the lower the TTR.
• Automation and Technology: Time can be saved, and delays can be minimized by putting automated solutions for follow-ups, payment reminders, and first contact into place. The process of resolution can also be accelerated with the use of tools like automatic payment systems.
• Streamlining Internal Processes: Agencies can cut down on the amount of time spent on each case by streamlining workflows and limiting handoffs between agents or departments. This involves automating reporting, case tracking, and data entry.
• Developing Payment Plans and Agreements Early: The collection process can be accelerated by negotiating payment arrangements early on. In order to minimize the need for drawn-out follow-ups, debt collection agencies should strive to resolve cases through flexible payment plans.

By putting these strategies into practice, debt collection agencies can drastically cut down on Time to Resolution, which will eventually improve client satisfaction and operational effectiveness. 

Let's now look at the key metrics that can offer a more comprehensive view of how well your agency is performing in debt case resolution.

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Metrics Related to Time to Resolution

While Time to Resolution is a vital metric, other related metrics can help give a more comprehensive view of your agency's performance:

This bar chart illustrates the positive impact of reducing Time to Resolution (TTR) on key customer service metrics. Based on data from the Customer Support Summit 2025, as TTR decreases by more than 20%, customer satisfaction (CSAT), Net Promoter Score (NPS), and First Contact Resolution (FCR) all show significant improvements.

1. Net Promoter Score (NPS): Measures client satisfaction and loyalty. A prompt resolution often results in a higher NPS score, which denotes a satisfying client experience.
2. Customer Satisfaction Score (CSAT): Client satisfaction with the debt recovery process is directly measured by the Customer Satisfaction Score (CSAT). Higher CSAT ratings are typically the result of a lower TTR.
3. First Contact Resolution (FCR): The percentage of cases that are resolved within the initial engagement is known as First Contact Resolution (FCR). Resolving issues on the first call is optimal in debt collection and can significantly increase TTR.

Debt collection companies can better understand their performance and identify areas for development by tracking these key metrics in addition to Time to Resolution.

Let's now summarize the key takeaways and discuss how optimizing TTR can drive better outcomes for your agency.

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Conclusion

For debt collection agencies looking to boost operational effectiveness, cash flow, and customer happiness, Time to Resolution (TTR) optimization is essential. Agencies can improve their processes by precisely calculating TTR and tackling issues like reopened cases and complicated circumstances. 

Implementing strategies such as agent training and automation ensures quicker resolutions.

South East Client Services (SECS) offers a range of services, including debt collection, portfolio management, and customer-centric solutions. Their proficiency in swift responses and clear communication ensures prompt resolutions, benefiting both clients and agencies.

Do you want to increase your TTR and recovery rates? Contact SECS today for reliable and efficient debt collection solutions.

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