Call centres are keen to know the number of calls that are delayed. Average delay of delayed calls is the measure using which call centres keep a check on their performance. Calls can be delayed due to a number of reasons like an overflow of queries, network failure, agents’ incompetency, etc. By finding how many calls were delayed on an average, call centres get an opportunity to reduce the customer dissatisfaction and increase the service experience standards.
Average delay of delayed calls = Total delay for all calls/number of calls that had to wait in the virtual queue.