In most cases, this is taken as an average. Missed calls would not be part of the calculation here, since the customer service representative would not accept the call.
First, it provides an understanding of the team's ability to manage traffic.
Then, many companies use this metric to give customers india consumer mobile number list an idea of how long they will likely have to wait before our representative gets to them.
Response time
This is sometimes confused with the wait time metric. The best way to look at this is the wait time based on the initial response time. In other words, after a customer initiates a live chat request, how long does it take for a representative to accept and send that first message?
Response time, on the other hand, is rooted in the conversation that follows. If a user sends a message, you would estimate how long it takes for your team member to respond to the message.
However, you need to be careful when using this metric. Sometimes customer service management places too much emphasis on numbers, causing the team to focus more on them than on the actual quality of service.
Duration of conversation
This is another common way to usemonitor live chat performanceindividually. Measures the length of a conversation from start to finish.
There are two benefits to evaluating this customer service KPI
-
- Posts: 242
- Joined: Tue Jan 07, 2025 5:26 am