What is Average Wait Time?
Average Wait Time is a call center metric that measures how long customers wait in the queue before their call is answered by an agent. It reflects customer service efficiency and directly affects customer satisfaction.
How to Calculate Average Wait Time
Average Wait Time = Total Wait Time ÷ Number of Calls Answered
Example: If callers waited a total of 3,000 seconds for 600 answered calls:
Average Wait Time = 3,000 ÷ 600 = 5 seconds.
Why Average Wait Time Matters
High wait times increase abandonment rates and damage customer experience. Reducing wait time improves First Call Resolution (FCR), boosts CSAT, and reduces agent frustration.
What is an Acceptable Average Wait Time?
The industry benchmark is to answer 80% of calls within 20 seconds (the 80/20 rule). However, ideal wait times vary depending on call type and industry expectations.
How to Reduce Average Wait Time
– Improve forecasting and schedule adherence
– Implement call routing through an Automatic Call Distributor (ACD)
– Offer callback options
– Use self-service IVR to handle simple queries
– Monitor real-time traffic and adjust staffing as needed
Average Wait Time vs. Queue Time vs. ASA
– Average Wait Time focuses on how long a caller waits before speaking to an agent.
– Queue Time is a broader term often used interchangeably.
– ASA (Average Speed of Answer) includes both wait time and internal routing delays.
Related Topics for Further Reading
– ASA (Average Speed of Answer)
– Abandonment Rate
– ACD (Automatic Call Distributor)
– Callback Queue
– Real-Time Monitoring
– IVR (Interactive Voice Response)
