First Response Time

What is a First Response time?

First Response Time (FRT) is the amount of time taken by your company’s agents to respond to the customer for the very first time. The First Response Time is the reflection of your commitment to providing customer care; this gives the customer a sense whether their feedback is being acknowledged. A low FRT indicates that your consumer is satisfied with your service.

FRT is important for two very important reasons. First, it’s a measure of how efficient your team is to customer feedback. Secondly, it gives you a visible picture if your team requires a quick reshuffle or reform.