Expert Insights

What Is Response Time When New (RTWN)?

Stop watch with telephone for Response Time When New

Published On: 6th May 2022 11:32

RTWN is a metric that some contact centres use to calculate the average time it takes to respond to a new customer.

This is measured because some companies aim to offer speedy assistance to new customers, who are more likely to need support in using the product/service.

However, we have heard of other meanings of RTWN within the contact centre industry. These include:

Real-time wireless network
Real-time work notification
Return-to-work notification

Author
Jonty Pearce

Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.

He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.

He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."

Connect with Jonty on LinkedIn

What Is Response Time When New (RTWN)?

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