Hold Time:

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Hold time can be defined as the total time that a call agent puts on hold while speaking to a customer. The customer needs to wait for that time until the agent returns to the call. A call agent can put the caller on hold for many reasons. For example, the agent may need to check for some important information, seek approval, redirect to some other agent, etc. Here, the call is not disconnected, but the callers remain in a sort of limbo for that specific period.

Why does Hold Time Matter?

A higher hold time cannot be an excellent feature for any business. It can ruin its goodwill by affecting customer satisfaction. If your call agents have a high hold time, it shows that they need to update their knowledge base. Also, plan for the proper training for your call agents. To summarize, a higher hold time reduces customer satisfaction levels and affects your brand image negatively.

How to Measure Hold Time in a Call Center?

To calculate the hold time, add the time spent by callers waiting on hold. Once you get the total time, divide it by the total number of callers.

What are the Reasons Behind Long Hold Times?

Nobody wants to wait. Getting to know that your call has been put on hold frustrates every customer. Long hold time leave a negative impression of your services on customers’ mind. Among various reasons behind long hold times, some are significant, such as:-

  • The insufficient number of staff in your Contact Center.
  • Inefficient management and self-service options.
  • Use of outdated technology and software in the contact center.

How to Effectively Reduce Hold Time in your Call Center?

Reducing hold time in a call center is something that every call center wants to focus on. It is crucial to increase your customers’ satisfaction level and improve customer experience. To reduce hold time in your call center, you need to:-

  • Introduce live chat, email, and text messaging features.
  • Optimize intelligent call routing feature to ensure that only the most qualified agents handle the call.
  • Always monitor the performance of agents.
  • Record calls, use call data, and update your knowledge base.