Maximum Wait Time

The Maximum Wait Time is the longest time a customer had to wait to be connected to a call centre agent over a defined period of time.

Maximum Wait Time could be measured over an hour, a day, a month, a year or all time.

As a call centre manager, think of it like your weight – consistently large numbers will eventually result in your termination!

Why is Maximum Wait Time important?

When you are dealing with thousands of callers a day, it’s easy to get caught up in averages when reviewing performance.

But Maximum Wait Time is an absolute.

It makes it real. It’s the longest time one customer had to wait in a queue to speak to one of your agents.

How can you manage Maximum Wait Time?

There are lots of tools available to a call centre manager to reduce a big scary Maximum Wait Time number. These include:

  • Using Intelligent CallBack or Automatic Call Back technology
  • Directed calls to voicemail at a certain threshold
  • Having strategies in place when wait times hit a certain threshold that additional resources are activated (e.g overflow groups to help with an unexpected spike in call volumes.



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Customer Service Emails – Dec 2020

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CX Skills

The December 2020 Customer service emails training course is designed to equip frontline correspondence Team Members and their direct Team Managers with the knowledge and skills needed to effectively (with style) and efficiently (with a focus on reducing unnecessary repeat contacts) better manage complaints and enquiries received via emails.

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This 3-day course is designed to teach you the foundations of good Workforce Management principles (WFM), and how to implement them in your own business.

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