Definition: Average Wait Time (AWT) is the average amount of time that a customer has to wait in a queue before they are connected to an agent. By directing calls to the most appropriate agent based on the customer’s needs, agents can handle calls more efficiently, resulting in faster call resolution times and reduced wait times for customers.
Why is AWT Important in a Call Center?
AWT is a critical metric in call centers as long wait times can lead to customer dissatisfaction and increased call abandonment rates.
How to Measure AWT?
AWT can be calculated by dividing the total wait time for all calls by the total number of calls answered.
How to Reduce AWT?
AWT can be reduced by optimizing staffing levels, improving call routing, and implementing AI-powered solutions like OpenQuestion.
Reducing AWT with OpenQuestion
OpenQuestion can streamline call routing and reduce wait times, thereby improving AWT and enhancing customer satisfaction.