Home » Glossary » Internal response time

Internal response time

Definition

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 internal response time?

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. 

Get Inside Outsourcing

An insider's view on why remote and offshore staffing is radically changing the future of work.

Order now

Start your
journey today

  • Independent
  • Secure
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 3,000+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.