What is Wrap-Up Time?
When it comes to call centers, wrap-up time refers to the time it takes for an agent to wrap up a call with a customer from the moment they start speaking to the moment they hang up the phone.
It’s one of the most fundamental metrics used by call centers to monitor agent performance and see if any further improvements can be made to speed up the wrap-up time.
Why Does Wrap-Up Time Matter?
Wrap-up time is important because it’s a good indicator of how efficiently an agent is able to handle calls. The shorter the wrap-up time, the more calls an agent can take in a given day, which leads to higher productivity and lower operating costs.
Wrap-up time is also a good metric for gauging customer satisfaction. The longer an agent takes to wrap up a call, the more likely it is that the customer will become impatient and frustrated.
How to Improve Wrap-Up Time?
There are a few different ways to improve wrap-up time. One of the best ways is to provide your agents with the proper tools and resources. This includes a good quality headset, quick access to relevant information, and a CRM system that’s easy to use.
Another great way to improve wrap-up time is by conducting quality control and identifying fields where a particular agent can be trained to improve their call handling efficiency.
What is Considered Good Wrap-Up Time?
The average wrap-up time will vary depending on the industry, but a good rule of thumb is to aim for a wrap-up time that’s under two minutes. That way, your agents can handle a whole lot more calls, resolve a lot more customer issues, and significantly reduce the queue times.