Triage

Triage Efficiency

Triage Optimization is the systematic evaluation, prioritization, and routing of inbound leads, customer requests, or product signals to ensure that the right opportunities are addressed by the appropriate teams with maximum speed and effectiveness. This process is essential for aligning resources with high-value prospects, accelerating conversions, and enhancing the customer experience. By leveraging automation, data-driven scoring, and cross-functional collaboration, organizations can minimize response times and prevent bottlenecks, ultimately driving greater pipeline velocity and revenue impact.

Related KPIs

Metric	Description
First Contact Resolution	First Contact Resolution (FCR) measures the percentage of customer inquiries or issues resolved on the first interaction with customer support, without requiring follow-up actions or additional contacts.
Rate of Escalation to Higher Support Tiers	Rate of Escalation to Higher Support Tiers measures the percentage of customer support issues that require escalation from lower-tier support (e.g., frontline or basic support) to higher-tier support (e.g., advanced technical teams or specialized departments).

Triage Processes

This activity focuses on systematically evaluating incoming leads or opportunities to determine their suitability, urgency, and potential value to the business. The process includes assessing factors such as lead source, level of engagement, product fit, readiness to purchase, and alignment with the ideal customer profile. By effectively filtering and prioritizing leads, organizations can improve conversion rates, accelerate sales cycles, and ensure optimal use of sales and customer success resources.

Related KPIs

Metric	Description
Cost per Resolution	Cost per Resolution (CPR) refers to the total cost incurred to resolve a customer issue or complaint. It includes the expenses related to customer support, staff time, and resources used in handling and resolving a single case.
Escalation Rate	Escalation Rate measures the percentage of customer support cases or issues that are escalated to a higher level of support, such as specialized teams, managers, or senior agents. It reflects the complexity of issues and the ability of frontline support to resolve them effectively.