Tickets which are considered overdue are those ones that have not yet been resolved in the time allotted by the SLA. When tickets are overdue, the promise the company has made to the customer is broken. There are many reasons for this – miscommunications, dependencies, overworked agents or just frustrated customers.
Before you do anything else, when tickets become overdue you need to mitigate any damage. Agents need to make an apology and give the customer an explanation for the delay. Alternatively, managers can take control and move things along. Whatever the course of action, communicating with the customers and providing a suitable explanation for the circumstances is the first move.
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