Average Wait Time

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? Industry standards is to answer  80% of calls within 20 seconds.

1. What is average wait time?

Average wait time refers to the amount of time a caller spends in a queue before speaking with an agent. It’s a key metric in contact centers that affects customer satisfaction, abandonment rate, and overall experience. High wait times often signal under-resourcing or inefficient call routing.

2. How do you calculate average wait time?

The formula for average wait time is:

Average Wait Time = Total wait time for all answered calls ÷ Total number of answered calls

This metric excludes abandoned or redirected calls and focuses solely on calls that were answered by agents.

3. How to reduce wait time in call center?

To reduce average wait time:

• Use intelligent call routing
• Implement callback options
• Add self-service channels like IVR and chatbots
• Forecast demand and optimize staffing
• Use AI platforms like Convin to handle post-call tasks faster and free up agent time
  

Explore other KPIs of contact center and how to improve them using AI