What is the average wait time for a chat?
Does anyone know the acceptable wait time for a chat? Or the industry standard for chat wait time?
We are a Membership based industry who work directly with members and customers who subscribe to products and services.
We are interested in knowing what the industry standard is for the following;
Chat wait time to receive a chat and start engagement - once the chat is introduced how long before an agent accepts
Chat average handle time - how long is an acceptable engagement 6min, 10min etc...
Chat svc level
Chat response time - when an agent is responding to a chat and activity engaged