First Response Time

First Response Time

Hola! Conviner here - your call center terminology assistant! 

The average First Response Time (FRT) for live chat is 1 minute and 36 seconds.

1. What is First Response Time?

First Response Time refers to the duration it takes for a support team or service provider to provide an initial response to a customer's inquiry, request, or issue. 

It is a crucial metric in customer service and support, as it directly impacts customer satisfaction and perception of the quality of service. A shorter first reply time generally leads to happier customers and a more positive customer experience.

2. How Do We Calculate First Response Time?

First Response Time is typically calculated by measuring the time elapsed between when a customer's communication is received and when the first meaningful response is sent back to the customer. This includes the time spent in the queue before a support agent starts working on the request. 

The calculation involves adding up the time spent by the request in the queue and the time the agent spent composing and sending the initial response. This total time is then divided by the number of requests during a specific time period to get the average FRT.

First response time formula
First response time formula

3. How to Reduce First Response Time?

Some effective ways to reduce First Response Time include:

  1. Efficient Ticket Routing: Implementing a smart ticket routing system that directs customer inquiries to the right team based on expertise can significantly reduce response delays.
  2. Automation: Utilizing chatbots and automated responses for routine and frequently asked questions can provide instant answers to customers.
  3. Prioritization
    Categorize and prioritize incoming requests based on urgency and impact to address critical issues promptly.
  1. Clear Communication Channels
    Ensure clear and easily accessible communication channels for customers, allowing them to reach out through multiple platforms.
  1. Agent Training
    Well-trained support agents can quickly understand and address customer concerns.
  1. Prepared Responses
    Develop a repository of predefined responses for common inquiries. This enables agents to personalize and send responses quickly.
  1. 24/7 Support
    Providing round-the-clock customer support ensures that customers receive timely assistance regardless of their time zone.
  1. Monitoring and Analytics
    Regularly monitor response time metrics and analyze trends to identify bottlenecks and areas for improvement. 

That’s all, folks!

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