What is internal response time?
The time it takes for the escalation team or other support staff to manage an assigned transaction is known as internal response time.
It is often identified by function-specific key performance indicators, not including queuing delays.
What is the average first response time (FRT)?
One of the most significant customer service measures for determining how well you are performing is the average first response time.
The key to customer satisfaction is avoiding long wait times and providing helpful and relevant information to consumers in the quickest way possible. This allows you to have more time to cater to other customers in need of support.
If you want to improve the customer experience, you should make lowering your average first response time a goal for your company.
Aiming to reduce your internal response time is crucial in customer service. It can help make your consumers satisfied and boost your business’ reputation.