Question

A customer service department has the following resolution response time data: Average Response Time First contact 0.25 hr. Service scheduling 0.50 hr. Wait for service 24.00 hrs. Service 1.50 hrs. Total resolution time 26.25 hrs. What is the value-added ratio (rounded to one decimal place) in this process?a. 91.4%b. 28.6%c. 5.7%d. 8.6%

Answer 1

Answer: 8.6%

Explanation:

Based on the scenario that is given in the question, the formula for calculating Value-added ratio is:

= Value added time/Total resolution time

where,

Value added time = First contact + Service scheduling + Service

=0.25 + 0.50 + 1.50

= 2.25 hrs.

Value-added ratio will now be:

= 2.25 / 26.25

= 0.086

= 8.6%