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EWT accuracy

EWT accuracy

EWT accuracy

We are looking into announcing the Estimated Wait Time to our callers.  What are the obstacles to getting it to be as accurate as possible?

RE: EWT accuracy

My advice is not to use it.   The trouble is that this function works out the estimated wait time by taking the number of calls waiting and average call duration.  

This is done by taking an initial snapshot at the start of the call which doesn't then update itself.   So often the estimate is way off the actual EWT.  I know of other companies who have used this and have quickly taken it off as it has caused more harm than good.

I suppose if you have very long EWT and constant call durations then this would be feasible.   

Also keep in mind this doesn't work very well if you use priority steps or a multi client type of desk.

RE: EWT accuracy

I'll second the not using it.  It seems it only works good in two cases.  1, a center processing tons of calls with an AHT lower than 2 minutes, or 2, a center where extremely high AHTs and wait times are normal.

RE: EWT accuracy

There is one system I have seen work very well out there and it's put together by Virtual Hold Technologies.  I experienced this first hand when calling Moen Faucets for a replacement part.

The way it works is a customer calls in and they make their choices of which department they need.  After their selection, they are given an estimated wait time.  They then receive three options.  The customer can receive a callback based on their current queue position and expected wait time, schedule a callback for a later time more convenient to the caller, or remain on the line.

If they choose the automatic call back, the system will place the call and a recording is played to make sure the person is on the line that requested the call back.  They can then take the call from the next available representative, re-schedule the callback, or cancel the callback entirely.

RE: EWT accuracy

The drive to use the EWT is because we are under staffed.  We have long wait times and cannot service all of our customers.  I have thought about only playing the EWT when Queue time is between 4 - 8 minutes. Over 8 minutes I would just play a generic message: your wait time will be longer than normal due to high call volume... Between 4-8 min, I would play EWT and give the caller the option to remain on the line or call back at a designated time when our queue time is better.  My fear is that the EWT will not be accurate enough and the customer will be even more upset.

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