What is the expected wait time (EWT)?
The expected waiting time refers to the period a customer spends in a queue or on hold before their call or request is handled. It’s a critical metric in customer service that directly impacts overall satisfaction and service efficiency.
How Do You Calculate Wait Time?
To calculate the Expected Wait Time (EWT) in a call center, you can use a specialized formula that considers the number of agents and other critical factors. Here’s how to determine it:
Expected Wait Time Formula:
Expected Wait Time (EWT)=AHT×Number of Calls / Number of Agents
Where:
- AHT (Average Handle Time): Time taken to handle a call.
- Number of Calls: Calls waiting in the queue.
- Number of Agents: Agents available to answer calls
Benefits of Managing Expected Wait Time:
1. Improved Customer Satisfaction:
Lower waiting times lead to higher customer satisfaction and better service experiences.
2. Increased Efficiency
Effective management of average waiting time helps in better resource allocation and operational efficiency.
3. Enhanced Performance Metrics
Accurate tracking of expected wait time provides valuable insights for improving service levels.
Expected Wait Time is a vital metric that influences both customer satisfaction and operational efficiency. By accurately calculating and managing it, call centers can enhance service quality and maintain high standards of customer care.
Keep looking through our glossary to explore more call center terminologies!