3 Ways How Call Center Outsourcing Reduces the Average Wait Time

call center outsourcing

“Your time is important to us. Your call is valued” can be the wittiest for the customers to hear from the call center executive.” The call center outsourcing organizations talk to offer outstanding services to the client and its following customers.

It is wittiest in a sense when the call center executive actually respects the time and query of its customers. Whereas funny in a way that it might turn out lame in the form of a statement due to the excessive span of time to get in touch with the actual call center executive.

It also calls the need to match with the standards of call center metrics, but holding a tag of such sayings is always not enough, if not properly followed with the steps to make a customer’s experience an enhanced one. Valuing the time and emotions of every customer can only be measured with a prospective attitude of the call center agent to answer the call of the customer by managing the rate of AWT or Average Waiting Time to a minimum.

Here is what exactly AWT is discussed and how it differs from the other call center metrics.


Deciding to outsource call center services to a BPO service provider is not a new trend. Many organizations are seen opting for the services from the third-party resource, getting good recognition from the luminaries. In order to match the requirements of the customer, these BPO companies practice hard to manage the ins and outs of calls to escalate the level of customer satisfaction score, which is only possible when the customer will have a great experience over the phone by making a conversation with the call center executive.

In simpler terms, we understand the depth of AWT with the time taken by the call center executive to answer the inbound calls from the customers. An inbound call center must be adept at managing AWT in the best way possible.

Although the standards may vary on the basis of the various protocols responsible for the delay in handling the calls on a short note. Here, the customers make the inbound calls to gain assistance over the matter from the call center executive. But, here comes the hurdle in between as the cycle will not get its drive on a smooth surface.

The standards have been calculated as per the customer satisfaction rate and speed of answering the calls, as it might have to face a few for getting the contact with the executive or receiving a call back from them, following the IVR system integration in the call center organization.

Reports denote that the standard AWT is followed with a certain service level, i.e., 80/20, where 80% of calls should get registered within the first 20 seconds taken by the user to make a call to the inbound call center outsourcing companies. The delay to which can result in a hike in the call abandonment rate, which is not a good sight for correctly managing the call center metrics.

The given formula can calculate the following (AWT):

Average Waiting Time = (The Total Time Your Customers Wait in Call hold / The Total Number of Calls Answered by call center Agents)


Customers remain busy in their lives. To value their time, it is crucial for call center agents to come up with prompt answers to their queries and don’t waste their precious time. When a business values customers needs, they are more likely to grow, because the customers send invite referrals to their friends and family recommending the grade of customer service they have received.

Outsourcing call center services to a reputed BPO company can automatically reduce half of the abstractions headed for driving a successful business. Delaying in response to contact the customer over the medium of the phone call can lead to deflation of business virtues that is hazardous to its growth.

Below mentioned are a few ways that are commonly incorporated by the call center outsourcing companies to reduce the AWT for making the call flow of call center services agile and swift.

  1. Guidance through Interactive Voice Response: BPO companies can help reduce the average waiting time by guiding the customers over the phone call through Interactive voice response technology to approach the correct path rather than wasting their time. The IVR technology helps direct the customers from choosing their preferred language type to problem type that helps distribute the customer amidst the call center agents for solving the related queries.
  2. Monitoring the call center metrics: Businesses working according to the measures to improve the statistics for call abandoned rate, call handling time, and call-waiting time can help the managers rate their employees for upcoming opportunities. Apart from these metrics, the call center outsourcing companies can utilize features like call recording, call conferencing, predictive dialer, automatic call distributor, and multiple other mediums to reduce the time of the customers to a minimum as the required business type.
  3. Careful investment in tools and agents: BPO companies are known for their efforts in managing the levels of services. The agents have the expertise to deal with the qualities in order to drive the essential virtues of business onto the next level. Thus, call center outsourcing services to BPO firms can help drive more customers to the platforms by reducing the AWT subsequently. Witnessing the upsurge in trend in the competitive market, these Business process outsourcing firms make a careful investment in stores and train their agents to extract the maximum output by solving the customer queries in minimal possible time through these channels.


Outsourcing call center services to the BPO companies can help in reducing the Average Wait Time by looking for services in the form of the latest and innovative tool investments and agent’s training in the course. Also, with the motto to retain the existing and the new customers for a longer period of time for future sales opportunities.



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