What is First Response Time (FRT)?

First Response Time (FRT) is the time between when a customer reaches out and when they get a real reply from a support agent, not just an automated message.

It’s a key way to measure how quickly a support team begins helping customers and is often tied to customer satisfaction and service expectations. Lower FRT typically means customers feel heard faster, which improves their overall experience.

How is First Response Time (FRT) Calculated?

FRT is calculated by measuring the time elapsed between when a customer submits an inquiry or request and when a customer service agent provides the first substantive response. The formula is:

FRT = Time of First Response – Time of Initial Inquiry

For example, if a customer sends a message at 9:00 AM and an agent replies at 10:00 AM, the FRT is 1 hour.

How to Improve FRT

To reduce FRT, support teams can use automation to route inquiries faster, offer self-service tools to deflect simple questions, and set up tiered support to handle issues more efficiently. Training agents, offering multi-channel support, and using chatbots for quick replies also help speed up responses. Regularly tracking performance and acting on customer feedback ensures continuous improvement.

How Off-Hours Support Models Affect Calculation for FRT

FRT is affected by whether a company uses off-hours or follow-the-sun support. In off-hours models, FRT only counts time during business hours, so nights and weekends are excluded. In follow-the-sun support, teams across time zones provide 24/7 help, so FRT includes all hours and is expected to be faster, improving global response times and customer satisfaction.