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What Is Expected Wait Time (EWT)?

Contact Center Glossary > Expected Wait Time (EWT)

Expected Wait Time (EWT) Definition | TLDR

EWT is the estimated amount of time a customer is expected to wait before their call or inquiry is answered by a customer service representative, providing transparency and managing customer expectations.

Expected Wait Time Meaning

Expected wait time (EWT) is a key performance metric used in customer service operations to measure the average amount of time a customer is expected to wait in a queue before their call or request is answered by an agent. It provides valuable insight into the efficiency and responsiveness of a contact center in handling customer inquiries and ensuring timely service delivery. EWT is typically calculated based on historical data, call volume forecasts, and current queue conditions, allowing contact center managers to allocate resources effectively and manage customer expectations.

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Expected wait time (EWT) is a key performance metric used in customer service operations to measure the average amount of time a customer is expected to wait in a queue before their call or request is answered by an agent. It provides valuable insight into the efficiency and responsiveness of a contact center in handling customer inquiries and ensuring timely service delivery. EWT is typically calculated based on historical data, call volume forecasts, and current queue conditions, allowing contact center managers to allocate resources effectively and manage customer expectations.

Moreover, EWT is often used in conjunction with other performance metrics, such as Service Level Agreement (SLA) adherence and Average Handling Time (AHT), to evaluate overall contact center performance and identify areas for improvement. By analyzing EWT alongside these metrics, contact center managers can gain a comprehensive understanding of call center operations, identify trends, and implement targeted interventions to enhance efficiency, productivity, and customer satisfaction. EWT serves as a valuable tool for contact centers to continuously monitor and optimize their service delivery processes to meet the evolving needs and expectations of customers.

FAQs

No. EWT provides an estimate of the average time customers are expected to wait in a queue based on historical data and current queue conditions. It is a predictive metric used to manage customer expectations and allocate resources effectively, rather than a measurement of actual wait times.

Yes. EWT helps contact centers forecast future demand and estimate the expected wait time based on historical call volume patterns and queue lengths. By monitoring EWT in real-time and adjusting staffing levels or call routing strategies accordingly, contact centers can effectively manage fluctuations in demand and maintain acceptable service levels.

No. EWT measures the average expected wait time for customers in a queue, while Average Speed of Answer (ASA) measures the average time it takes for calls to be answered by agents, including both wait time and talk time. While related, these metrics provide different insights into contact center performance.

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