What Is Response Time?
Response time in a contact center or call center refers to how long it will take an agent to respond to incoming customer interactions, by phone, email, chat, or text. Contact centers measure response time to gauge agent and call center performance, as well as their customer experience metrics.
Benefits of A Good Response Time
Here are some important benefits a good response time can provide in a call center:
Long response times reveal inefficiencies in technology, processes, or agent performance
Reducing response time, then putting customers on lengthy holds does not improve customer satisfaction
Virtual agents can answer every call within a pre-determined timeline, which improves response time significantly