Tag Archives: waiting time

Waiting time

Definition:
The average time a client has to wait for its call to be answered by an employee. It is important to determine goals

Calculation:
Sum of the waiting time of all calls in the defined period / number of calls in that period

This KPI is measured as: Time (e.g. Years, Minutes)

Interpretation of results: Lower Is Better

Strategic objective:
Minimize negative comment in the marketplace