5 Ways to Reduce Average Wait Time in Call Center
Just imagine this scenario. As you call the customer care number of a business, you are greeted by an Interactive Voice Response (IVR) system. It gives you multiple options, which takes about a minute, and you choose to speak with a customer service representative.
You then hear a message that says all the lines are busy and your call will be picked up by an agent shortly. After waiting for three minutes, you finally hear the voice of a live agent.
The total time you had to wait before getting connected to a live customer service representative is about four minutes.
If that’s the case with a majority of callers calling the business’s phone number, then the average wait time of the company is about four minutes.
Technically speaking, the average wait time refers to the average time customers spend waiting in a call center queue before their calls are answered by an agent. This metric plays a significant role in shaping the overall customer experience.
In this blog post, we will discuss the average wait time by industry, the acceptable average wait time, challenges organizations face due to high average wait time, benefits of low average wait time, and five ways to reduce average wait time.
What Is Average Wait Time By Industry?
According to a study, conducted by Ozontel in 2021, the average wait time within contact centers was 46 seconds. The number varied across industries.
The eCommerce (groceries, D2C, and online pharma companies) companies reported to have an average wait time of 27 seconds.
Some broking companies saw an average wait time as high as 125 seconds!
In the healthcare sector, the average wait time could be a challenge for several healthcare organisations. They need to be extremely careful about it as it can mean the difference between life and death!
Healthcare organisations must aim for even shorter wait times depending on the urgency of the calls.
What Is an Acceptable Waiting Time for Customer Service?
Before we attempt to answer this question using stats and facts, we urge you to put yourself in a caller’s shoe and ask yourself for how long would you be willing to wait for the call to get connected to a live agent?
The golden rule is the “80/20 rule.” That is 80 percent of calls should be answered within 20 seconds.
However, having said that some recent studies and polls have asked contemporary customers the same question and revealed some interesting insights.
A study conducted by Arise found that two-thirds of respondents would accept a wait time of fewer than two minutes. About 13 percent said they wouldn’t wait at all and no wait time was acceptable.
They also found that over a third of callers who hang up are never called back!
Contemporary customers expect fast and instantaneous calls. That’s why organizations must do whatever it takes to keep their average wait time as low as possible.
Challenges Organizations Face Due to High Average Wait Time
High average wait times can lead to a wide range of challenges for organizations:
1. Increased Abandonment Rates
As per industry benchmarks, a typical call abandonment rate tends to increase significantly with every minute of wait time. Many studies show a considerable increase in abandoned calls once wait times exceed three minutes.
2. Customer Dissatisfaction
When customers have to wait too long, they are more likely to get frustrated. Many may abandon their service requests or leave without making a purchase. This can harm the organization’s reputation and result in lower customer satisfaction and loyalty.
3. Reduced Productivity
Employees may spend excessive time handling long queues or waiting for tasks to be completed. This can also lead to burnout, stress, and lower morale among staff.
4. Higher Operational Costs
Organizations may need to hire more staff or invest in technologies to handle peak times and manage wait times. These added resources contribute to higher operational costs.
5. Loss of Revenue
With customers abandoning interactions, businesses may lose opportunities for revenue. Delayed responses or services can also prevent customers from completing transactions or making repeat purchases.
6. Brand Image Damage
Consistently long wait times can tarnish a company’s image as unreliable or inefficient. Negative word-of-mouth or negative reviews can damage the organization’s reputation and further deter potential customers.
7. Increased Complaints and Escalations
High wait times often lead to more customer complaints, requiring more time from customer service teams to handle issues.
8. Ineffective Service Delivery
Organizations may struggle to meet customer expectations for speed and convenience, especially in industries where rapid service is a key competitive factor. In the healthcare sector, a high average wait time can be disastrous!
9. Lower Conversion Rates
In service-based industries or e-commerce, long wait times can lead to missed sales opportunities. It can make it difficult for organizations to build long-term relationships.
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Benefits of Reducing Average Wait Time in a Call Center
Reducing average wait time in an organization has a ripple effect that positively impacts various aspects of both customer experience and business operations. Here are some key benefits:
1. Enhanced Customer Satisfaction
Shorter wait times directly contribute to higher levels of customer satisfaction. When customers are connected with agents quickly, they feel valued and are more likely to have a positive experience with your brand. This leads to higher customer loyalty and retention rates, which are crucial for long-term business success.
2. Improved First Call Resolution (FCR)
Reducing average wait time ensures that customers can speak with an agent more quickly, allowing agents to focus on resolving their issues in the first call. Faster resolutions enhance the overall customer experience and reduce the likelihood of customers needing to call back.
3. Decreased Call Abandonment Rates
Longer wait times often lead to abandoned calls, which not only affect customer satisfaction but also represent lost opportunities to address customer needs. By reducing wait times, call centers can lower abandonment rates and ensure that more customer calls are answered and resolved.
4. Higher Employee Morale
When customer calls are handled efficiently, call center agents experience less pressure and frustration. Agents can manage their workloads more effectively, reducing burnout and improving job satisfaction. This, in turn, leads to better employee retention and stronger overall team performance.
5. Cost Efficiency
By reducing wait times and improving operational efficiency, businesses can reduce the need for additional staff or overtime during peak hours. More efficient call handling and the implementation of self-service options also result in lower operational costs. This helps businesses save money while maintaining a high level of service.
6. Better Customer Retention
Quick response times show customers that their time is valued, which can significantly increase retention rates. When customers consistently have positive experiences with minimal wait times, they are more likely to return for future interactions and recommend your company to others.
7. Competitive Advantage
In a crowded market, the speed and quality of customer service can be a major differentiator. By reducing average wait times and delivering prompt service, your business can stand out from competitors and attract more customers, giving you a competitive edge in your industry.
5 Ways to Reduce Average Wait Time in Call Centers
To reduce the average wait time, organizations need to adopt a multi-pronged approach. That can help them to be extremely effective at providing fast customer service. Here are some tried-and-tested ways to reduce average wait time in call centers:
1. Leverage Multi-level Interactive Voice Response (IVR) Systems
In our last blog post, we have discussed every relevant thing about multi-level Interactive voice response (IVR) systems. Multi-level IVR systems are a powerful tool to reduce average wait time in call centers. These systems allow customers to navigate through a series of automated prompts, directing them to the appropriate department or service.
By handling simple inquiries and routing calls more efficiently, IVR systems reduce the burden on call center agents, enabling them to focus on more complex customer interactions. Additionally, IVR can offer self-service options that allow customers to resolve issues without speaking to an agent, saving time for both customers and call center employees.
2. Optimize Call Center Staffing
The average wait time can be significantly reduced by ensuring that call center staffing levels are appropriate for the expected call volumes. Monitoring peak hours and adjusting the number of agents accordingly helps maintain efficiency.
Scheduling more agents during busy times and having a flexible workforce can prevent bottlenecks in the call center queue. By aligning staffing with call volume trends, businesses can minimize customer wait times and improve the overall customer experience.
3. Utilize Advanced Contact Center Software and Omnichannel CX Suite
Modern contact center software and omnichannel CX suite offers a variety of features that can streamline operations and reduce average wait times. Some of the sophisticated features are:
- Automatic Call Distribution
- Intelligent Call Routing
- Auto Dialing
- CRM Integration
- Real-Time Analytics
- Call Recording and Monitoring
- Workforce Management
- Campaign Management
- Real-Time Reporting and Dashboards
- Agent Desktop
- Queue Management
Contact center software can also provide insights into agent performance and call volumes. It can help them make data-driven decisions about how to handle calls more efficiently and reduce delays in connecting customers with the right agent.
4. Implement Self-Service Options
Self-service options, such as online FAQs, knowledge bases, or automated chatbots, can drastically reduce the number of customer calls, thus decreasing average wait time.
When customers can access quick, automated solutions to their problems, they are less likely to need assistance from a call center agent. Promoting self-service options not only enhances the customer experience but also allows agents to focus on more complex queries that require human intervention.
5. Analyze and Improve the Call Queue System
An efficient call queue system is vital to minimizing the time customers spend waiting for an agent. By analyzing the queue data, businesses can identify bottlenecks and adjust workflows accordingly.
For example, call queues should prioritize urgent or high-priority customer calls to reduce the wait times for customers who require immediate assistance. A smooth and well-managed queue can help lower average queue wait time and improve overall efficiency.
All In All,
Reducing average wait time is an essential goal for any call center that values customer satisfaction and efficient business operations. By implementing strategies such as optimizing staffing, using IVR systems, offering self-service options, and leveraging advanced contact center software, businesses can provide faster service and improve the overall customer experience.
Ensuring that customers don’t spend excessive time waiting on the phone not only boosts satisfaction but also gives your business a competitive edge in the industry.
By taking steps to decrease wait times, your business will be well-equipped to handle customer calls, improve agent performance, and provide the high-quality service your customers expect.
