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Glossary

What is Average waiting time?

Average waiting time (WT) is the time a caller waits in the queue for getting his/her issues resolved by a call center executive. If customer is sent to the waiting queue multiple times, as a result of no answers or transfers, the waiting time for the call will be the total time spent in the waiting queue across all instances. Time spent in IVR/Voice Prompts is not considered. Waiting time might cause frustration, anger, and uncertainty among customers. High waiting time would indubitably mean dissatisfied customers. The management of outbound call centers manages to stand up to customer expectations and demands thereby lowering down waiting and/or hold time.

To reduce call waiting time, service providers have formulated multiple strategies for minimizing the average waiting time, by optimizing the productivity of the company. Managers of service providers strive hard to spot inefficiencies and cut down inability that inflate call handling time and bring about bad customer experience. The professionals of the service providers automate all their manual tasks and minimize their busy time to a great extent, so that they can adroitly receive influx of customer calls and resolve their queries related to products/services.

To effectively reduce the average waiting time, the service providers must ensure that most qualified executives pick the call and assist the customer. For delivering top-notch customer service and improving the performance of the call center, it is crucial to make sure that the technology systems including IVR system and skill-based routing, and other infrastructure are operating efficiently. This in turn reduces frustration of customers. 


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