Average Hold Time
Definition: The average number of seconds that a customer waits on hold during the course of a call, as well as between transfers.
Discussion: The Average Hold Time (Inbound Calls) Key Performance Indicator (KPI) measures the typical amount of time that a caller is placed on hold throughout a call with a Call Center representative. Obviously, you want this number to be as low as possible, however the reality is that it is sometimes a caller must be placed on hold so that the representative can retrieve information and/or speak with a supervisor. The key is to minimize these instances by improving call center systems and procedures in a way that will allow representatives to easily retrieve required/requested information and empower them to handle customer problems without speaking to a supervisor or manager. Reducing hold time is valuable for multiple reasons; it improves customer satisfaction and reduces average handle time for Call Center representatives (which in turn improves productivity).