Call centres are meant to offer seamless and unparalleled support to the customers. For this, these vendors utilize average delay metric, which tells by how much time, on an average, customer queries are delayed. Needless to say, this metric defines the thin line between an A-Okay and a sub-par customer service. Call centre managers follow this metric to make sure least customer calls are delayed and every query is resolved in the best possible time.
Average delay = Total waiting time/total number of calls