Average Hold Time

Benchmarking Report

Average Hold Time

This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring call center Average Hold Time, or the average amount of time customers spend on hold. Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.

What is Average Hold Time?

The average number of seconds that a customer is forced to wait on hold during the course of a single call, as well as between transfers, over a certain period of time. This number does not include the time required to initially answer the call (i.e., speed of answer), or the time the customer spends in the IVR/VRU menu.

Why should Average Hold Time be measured?

This KPI measures the quality of service provided by a Call Center and the efficiency of call handling practices. While, sometimes, a caller must be placed on hold so that the representative can retrieve information and/or speak with a supervisor, high values for this metric indicate inefficiencies within call center systems and procedures and poor representative training. Excessive hold times can, as a result, lead to bloated average handle times, poor employee performance rates and sub-par customer satisfaction.

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