Why Average Wait Time Matters for Your Business?

Average Wait Time (AWT) is the amount of time customers wait for service. It is the time customers spend either in a call queue, being on hold during call transfer, or waiting for a representative to complete their detailed task.

Tracking the number of queued customers and their wait time to speak with agents helps businesses adjust staffing levels and provide equivalent efficiency and customer service.

Average Wait Time (AWT) is calculated by adding the total waiting time of all individuals in a queue and dividing the sum by the total number of served customers.

Mathematically,

AWT =Total wait time/Number of calls handled

Where,

• Total wait time = Sum of wait times for all the callers in the queue.
• Number of calls handled = Total number of calls answered by agents.

Types of wait time refer to different stages of customer waiting experience, including queue time, processing time, unexpected delays, and perceived wait time.
 

1. Queue Times: Queue or waiting time refers to the average time customers wait in line before getting agent services.
    
2. Processing Times: Processing time is the time taken to provide service to customers, from taking product orders to final delivery.
    
3. Unexpected Delays: Unexpected delays are caused by unpredictable problems, such as technical glitches, insufficient staff, or a higher-than-usual number of customers.
    
4. Perceived Wait Time: Perceived wait time refers to how long customers feel they are waiting. It can significantly differ from the actual wait time and is influenced by the client's emotional state.

The average wait time is affected by the call volume the business receives daily, customer call patterns, staff allocation, and call center tools used.
 

• Staffing volume: Insufficient staff causes customers to wait longer due to a limited number of agents handling incoming calls.
• Call Volume: When the number of calls in a queue exceeds more than the agent can handle, it leads to longer wait times or call termination.
• Call routing: If customer calls are not directed to the right department at the right time, it frustrates them.
• Call prioritization: Sometimes, customer issues need immediate attention, and being unable to prioritize their call and provide instant resolution results in customer dissatisfaction.
• Agent efficiency: Wait times are influenced by how quickly agents can handle and resolve customer issues (Average Handle Time). The longer agents spend on one call, the more the wait time increases.

You can reduce the average wait time by allocating an efficient number of skilled agents based on call volume. Implement advanced call routing for faster reachability and invest in the right AI-powered call center tools to automate responses to frequent queries, provide a quick resolution, and decrease wait time.

Staffing must be optimized flexibly and efficiently based on business call volume for faster response to incoming calls. Allocating sufficient staff to attend calls reduces wait time as more agents are available to answer calls.

Implementing efficient call routing methods, such as skill-based or priority routing, connects customers to the right agents faster, reducing their wait time. It ensures urgent calls are handled first, increasing customer satisfaction.

Implementing AI and automation technologies, like chatbots and AI assistants, automates repetitive tasks and responses to common queries and requests. It provides instant support and resolution to their issues, allowing agents to focus on complex problems and handle other calls.

Training agents to boost their call-handling skills allows them to understand customers' needs and provide quick resolutions to particular problems. It enables them to manage call volume efficiently and minimize clients' hold time, decreasing overall wait time.

Clear and concise communication with customers allows agents to understand their queries and provide instant resolution quickly. It minimizes the need for lengthy and repetitive interactions.

Additionally, informing customers about the expected wait time and providing alternative channels for less urgent inquiries allow them to get essential support instantly and reduce frustration.

Utilizing a well-designed Interactive Voice Response (IVR) menu helps route callers to the right agents, reducing unnecessary transfers and hold time. Prioritizing the call within the queue allows urgent calls to be attended promptly. Implementing these strategies ensures smooth and efficient call flow, resulting in shorter waiting times.

Average Wait Time (AWT) is a vital metric to measure overall call center handling efficiency and provide customers with a quick and smooth caller experience. It is a good indicator for determining the staffing level of businesses and highlighting when more staff are required to handle calls. Either by optimizing your business IVR menu, hiring more skilled and experienced agents, or implementing automation tools to manage calls, there are as many techniques to control call queues and minimize wait time. 
 

The average waiting time in a contact center is around 30 seconds to 2 minutes. However, organizations aim for “*80/20” rules, i.e., 80% of incoming calls should be answered within 20 seconds.

Reducing wait time is crucial for any business to provide quick customer service, minimize frustration, and foster positive brand perception, ensuring clients feel their time is valued.

Implementing a comprehensive queue management system, offering appointment schedules, and using data to optimize staffing and training can help reduce waiting time.

Average time can be calculated by adding up all the individual durations you want to average and then dividing them by the durations you add together. 

Mathematically,
Average Time = Sum of all time durations / Number of durations