What is Queue Time?
Queue time refers to the amount of time that a call spends in the system before it is answered by an agent. The queue time can be affected by a number of factors including the number of calls in the queue, the number of agents you have available, and the efficiency of your agents in dealing with customer inquiries.
Why Does Queue Time Matter?
Queue time is important because it can have a significant impact on the customer experience. If customers are forced to wait too long for a call to be answered, they may become frustrated and hang up, which is never a good thing.
Ideally, you want to answer the call of your customers as soon as possible so that their issues can be resolved in a timely manner.
How Can I Reduce Queue Time?
There are a number of ways you can reduce queue time, Some of them include increasing the number of agents you have available to take calls and adding more lines to your phone system to handle more calls at once.
Some businesses have even started implementing a call-back feature so customers can choose to have their call returned when an agent is available rather than waiting on the line.
What is Considered Good Queue Time?
This is a difficult question to answer as it will vary depending on the industry you are in and the type of customer service you provide.
In general, most businesses strive to keep their queue time under one minute. However, this may not always be possible, especially during peak times or if you have a very large business.