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.

A headshot of Craig Farley

Craig Farley
Head of Consulting


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