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Meeting papers
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Customer Service - Average Phone Wait Time [seconds]
The average phone wait time measures the average time that a caller spends waiting in a queue before their
call is answered by a customer service officer. A key indicator of how promptly the organisation responds to
incoming phone enquiries.
A downward trend of the average phone wait time over the FY24/25 continues, reflective of a decreased staff
turn-over rate within the team, and with new staff member becoming more experienced. Likely also impacted
by team’s relocation to a central location which allows for improved exchange of information within the team
to more efficiently respond to customer enquiries.
Seconds
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