Average Response Time

Definition

What is the Average Response Time?

The Average Response Time is the standard measure of time consumed by the agent to respond to social media messages with consumers. Customer loyalty is directly influenced by the average response time, and demands are also very high. The average response time for the majority of the brands is 24 hours.

Average response time is crucial for customer services reports to figure out how agents are performing. When you measure the average response time, you can also see how each customer service agent operates on an individual basis relative to the rest of the staff. Responding fast leads to happier clients, less clutter, less pressure, and much more time to compose quality replies.

Calculating Average Response Time

There are two main sets of data that you’ll have to gather from your customer service team to understand the average response time:

  1. The overall time it took over a selected time to respond to emails.
  2. The total number of responses submitted within the chosen time.

The usual formula for calculating the average response is to total all the time taken to respond within the selected time, divided by the number of responses. Always check if the time for both metrics matches.

 

What is the Average Response Time?
What is the Average Response Time?
Outsourcing FAQ

What is Business Process Outsourcing (BPO)?

What is Business Process Outsourcing BPO?

Business Process Outsourcing (BPO) is the engagement of services from a third-party provider. BPO uses various technology-enabled services to hasten the delivery of services. The business activities could be back-office such as, but not limited to, payroll, accounting, human resources, or front office jobs like customer service, sales, and marketing, etc. In the case of content providers, these business activities could mean hiring writers, remote editors, or virtual assistants.

BPO speeds up processes and enhances efficiency. Companies that outsource some of their business activities use their time on core services and competencies. With this shift in focus, companies improve their current processes that may result in improved customer satisfaction. BPO helps companies divert their resources to more critical business strategies. Often, companies find it impractical to hire a full-time position in-house because of the cost associated with doing so.

How does Business Process Outsourcing work?

When a business engages an external specialist to manage and operate some of its internal processes, it's referred to as business process outsourcing. Such ‘processes’ include customer service, accounting and finance, or sales. It is different from hiring an agency to do specific tasks, as the outsourcing provider (BPO) is more concerned with the ongoing production of labour-intensive tasks, instead of the higher-level strategy and guidance.

Now, business process outsourcing has broadened and is more akin to staff augmentation, or staff leasing.

What are the benefits of business process outsourcing?

There are many benefits to outsourcing, as well as some downsides and risks. The common benefits include:

Cost savings: significant savings of up to 70%, leveraging the lower global salaries Global market: access to a bigger employment pool of talent Global presence: having operational across the globe increases trade opportunities Flexible workforce: reduces internal local labour and employment compliance obligations Leverage skill: leveraging the skills of other specialist companies Focus: enables the client company to focus on their core functions

 

Business process outsourcing examples

The business process outsourcing sector is a vast industry, generating over $200bn annually, and employing many millions of people worldwide. Some examples include:

Big enterprise

Facebook and Uber outsource many of their operational functions, including content moderation for Facebook, and customer service for Uber

Medium-size businesses

A medium business with 50-500 staff might outsource the labour-intensive accounting and finance functions to a team in the Philippines.

Small business and entrepreneur

It is common for small business owners to have a Virtual Assistant (VA) working for hem full time, remotely from the Philippines.

What are the different types of BPO?

The type of business process outsourcing can be characterised by their specialisation, location, and size.

Generalist or specialist BPOs

Business process outsourcing is in the human resources and professional services sector. However, their services extend across all industries. The majority of BPOs are generalist, in that they offer a full range of professional services, although some specialise in certain verticals (ie accounting, or animation).

Location

Business process outsourcing typically operates form developing nations such as the Philippines, India, and Colombia. They typically have cheaper cost-of-living and bigger populations. Different locations offer different advantages.

Size of BPO

The bigger BPOs employ more than 250,000 people. They are huge, global operations. Medium-sized BPOs range from 500-5,000 staff and offer a full range of services. The smaller BPOs might have 1-500 people.

Functions of business process outsourcing

Collectively, business process outsourcing provides any kind of staffing solution. Common functions of BPO include:

Finance and accounting: operational, technical and specialist functions Healthcare: various functions of the backend of the healthcare and health-insurance industries Creative and content: everything from post-production of Hollywood movies to newspaper and website content Tech, IT and development: network management, web and app development and maintenance Sales & customer support: ongoing sales and customer operational support and delivery Marketing: ongoing marketing, communication and branding activities Talent and HR: externalising the management of company HR, recruitment and compliance Administration: general business administration and operational activities Top BPO companies in the world's top outsourcing hubs

A wide range of BPO companies in different parts of the world provide utmost services to their Western and local clients. Many of them have even earned awards and recognitions by award-giving bodies due to their performance on both the roles they take and on their way of taking care of the employees.

Check out the top BPO companies in several outsourcing destinations below:

Top BPO companies in the Philippines Top Indian BPO companies Top South African BPO companies Business Process Outsourcing (BPO) services

Outsource Accelerator is the most trusted source for independent information & advisory for Business Process Outsourcing (BPO). We have over 4,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with, business process outsourcing.

What is Chat Support?

What is Chat Support?

Chat support is the real-time communication between a customer and customer support provider, most likely through instant messaging. These conversations are usually done via the pop-up dialogues embedded on the company’s website. Customers can type questions or clarifications on the pop-up dialog box, and the customer support provider (it could be a person or a bot) can quickly reply to them in the same window.

Chat support is a convenient and cost-effective way to make sure your customers are getting the help they need.

Benefits of using live chat support

There are so many benefits to integrating live chat support on your company’s website. Here are some of its advantages:

Improved quality of customer service Faster problem resolution Expanded reach Reduced expenses Personalized brand Increased customer satisfaction Boost in agent productivity

 

What is Multi-Channel Support?

What is multi-channel support?

Multi-Channel support is a combination of two or more channels that companies use to communicate with their end-users. Companies utilize various channels to make it convenient for clients to send their feedback or complaints. It is crucial that companies listen to what their end-users have to say or what they need.

Companies turn to multi-channel support systems in entertaining complaints and returns of customers, both online and in physical stores. Another use of multi-channel support is for companies to be able to track important information about customers. Businesses also study the behavior of customers when it comes to purchasing goods. Multi-channel customer service is vital in helping maintain sales by taking care of the customer's needs, satisfaction, and complaints.

Outsourcing multi-channel support

Outsource Accelerator provides you access to great multi-channel support agents that you can outsource from the Philippines starting from $6 per hour, where you can save up to 70% on staffing cost. We have over 3,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with multi-channel support outsourcing.

What is Ticketing System?

What is a Ticketing System?

A ticketing system is a customer service and management tool that catalogs and handles customer service requests and issues. It is a tool that organizes customer concerns by giving  the end-user a service ticket to use when referencing their submission. A service ticket is a shared documentation between the customer and the representative that logs their communications to one thread.

Adopting a ticketing system keeps customer service representatives and IT providers organized, faster, and more efficient – which in turns reflects and impacts the company’s costs, customer service quality, and brand image.

The ticketing system

 A ‘ticket’ is a virtual documentation that comes with a number or reference code used to track the customer’s concern. A ticketing system, on the other hand, usually goes through the following process:

A customer registers a concern/issue The system assigns an agent to be responsible for this specific concern The system will add additional concerned parties to the ticket, if necessary Changes and efforts made by both parties will be documented on the ticket Report on ticket status Closing of ticket (once issue is resolved or deemed unsolvable)

 

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