Your time is important to us. Your call is valued can be the wittiest for the customers to hear from the call center executive. The call center outsourcing organizations talk to offer outstanding services to the client and its following customers.
It is wittiest in a sense when the call center executive actually respects the time and query of its customers. Whereas funny in a way that it might turn out lame in the form of a statement due to the excessive span of time to get in touch with the actual call center executive.
It also calls the need to match with the standards of call center metrics, but holding a tag of such sayings is always not enough, if not properly followed with the steps to make a customer’s experience an enhanced one. Valuing the time and emotions of every customer can only be measured with a prospective attitude of the call center agent to answer the call of the customer by managing the rate of AWT or Average Waiting Time to a minimum.
Here is what exactly AWT is discussed and how it differs from the other call center metrics.
WHAT IS MEANT BY AVERAGE WAIT TIME?
Deciding to outsource call center services to a BPO service provider is not a new trend. Many organizations are seen opting for the services from the third-party resource, getting good recognition from the luminaries. In order to match the requirements of the customer, these BPO companies practice hard to manage the ins and outs of calls to escalate the level of customer satisfaction score, which is only possible when the customer will have a great experience over the phone by making a conversation with the call center executive.
In simpler terms, we understand the depth of AWT with the time taken by the call center executive to answer the inbound calls from the customers. An inbound call center must be adept at managing AWT in the best way possible.
Although the standards may vary on the basis of the various protocols responsible for the delay in handling the calls on a short note. Here, the customers make the inbound calls to gain assistance over the matter from the call center executive. But, here comes the hurdle in between as the cycle will not get its drive on a smooth surface.
The standards have been calculated as per the customer satisfaction rate and speed of answering the calls, as it might have to face a few for getting the contact with the executive or receiving a call back from them, following the IVR system integration in the call center organization.
Reports denote that the standard AWT is followed with a certain service level, i.e., 80/20, where 80% of calls should get registered within the first 20 seconds taken by the user to make a call to the inbound call center outsourcing companies. The delay to which can result in a hike in the call abandonment rate, which is not a good sight for correctly managing the call center metrics.
