Waiting Time: What Is Best for Your Customers?

Call Centre HelperOur 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.

Read the full article here.