What is Hold Time?
Hold time refers to the amount of time a caller spends waiting on the line before being attended to by an agent or during a call when the agent places them on hold. It is a critical component of the overall customer experience.
Why Hold Time Matters
– Long hold times can lead to customer frustration and call abandonment
– Affects key performance indicators like CSAT and Average Handle Time (AHT)
– Impacts brand perception and customer loyalty
Types of Hold Time
Initial Hold Time
The time a caller waits in a queue before speaking to an agent.
Mid-Call Hold Time
Time spent on hold during an active call while the agent gathers information or consults resources.
Transfer Hold Time
The wait time during or before a call is transferred to another agent or department.
Acceptable Hold Time Standards
While standards may vary, many call centers aim to keep hold times under 2 minutes. For VIP or high-value customers, even shorter thresholds may apply.
How to Reduce Hold Time
– Use ACD and IVR to route calls efficiently
– Empower agents with training and better tools
– Provide self-service and callback options
– Monitor call volumes and forecast demand accurately
– Ensure knowledge bases and resources are up-to-date
Related Topics for Further Reading
– ACD (Automatic Call Distributor)
– Average Handle Time (AHT)
– Call Abandonment
– Customer Satisfaction (CSAT)
– Callback Systems
