First Response Time (FRT)

First Response Time (FRT) is a call center metric that measures the average amount of time taken for an agent to provide an initial response to a customer inquiry or support ticket. This metric reflects a company’s maturity, efficiency, and commitment to customer satisfaction.

Monitoring and analyzing First Response Time (FRT) helps customer support businesses understand how to handle increases and decreases in ticket volume. The goal is to set expectations for both customers and your agents by maintaining a consistent FRT.


Related insights and studies: