How to determine customer wait-time targets – the answer lies in your call abandon and customer satisfaction stats
The best way to approach waiting time is to measure the appropriate amount and set this as a target. By “appropriate”, this means the time that uses the least amount of resources without negatively impacting customer satisfaction levels or increasing abandons.
If you look at times when channels or contact types have been busier, you should be able to see what customers’ patience levels are by time-to-abandon and also cross-reference with survey and speech/text analytics data to see if there was any evidence of dissatisfaction.
It’s a balancing act. If you abandon calls or make customers wait too long, then they will call back or take longer on calls complaining.
You therefore need to avoid this while remembering that every extra second improvement in service level is exponentially more expensive in terms of resources.
For more information around how to determine customer wait-time targets, please contact us.
Read the full article on Call Centre Helper.
Craig is Head of Solution Consulting at IPI. With over two decades of experience in the dynamic world of contact centres, he’s seen the industry evolve, and evolved with it. Craig’s journey began with hands-on operational roles, focusing on technology, resource planning, and leadership.
Throughout his career, Craig had the privilege of collaborating with global brands, empowering them to harness cutting-edge technology and streamline their operations. Today, Craig leads Solution Consulting at IP Integration, where we leverage our extensive industry experience to help clients deliver exceptional customer experiences.
