What is call wait time?
The average length of time customers have to wait before being connected with an agent when they call. The longer customers have to wait, the more time it takes for their issue to be resolved, which means more effort.
If your call wait time is high, it indicates that you need more support agents to answer calls, or need to provide customers with alternative support channels, such as self-service, to reduce the volume of calls.
Completely overwhelmed with phone support? Consider cutting the cord on phone support .