Our panel of experts share their thoughts on how you can determine your customer wait-time targets.
What Are the Classic Waiting Times for Different Contact Centre Channels?
According to Call Centre Helper’s 2019 report: “Is Your Contact Centre Delivering Exceptional Customer Service?”, the average wait times set across the entire industry are as follows:
- Phone – The most common practice is to answer 80% of calls within 20 seconds
- Email – The most common practice is to answer 100% of queries within 4 hours
- Live Chat – The most common practice is to answer 80% of queries within 20 seconds
- Social Media – The most common practice is to answer 100% of queries within 60 minutes
But these are only averages. What is best for your customers is a whole different matter.
So, what should you be looking at when it comes to setting the right wait-time targets for your customers, for these channels and potentially others?
We asked our panel of experts for their opinions.