What is hold time?

Average hold time is a performance metric used to evaluate the success of a call center, as it directly impacts the customer experience. It can be measured by dividing the total waiting time on hold by the number of callers during a given period. A long average hold time can lead to customers dropping calls and losing trust in the brand, ultimately affecting its image. Factors contributing to long hold times include inadequate staffing, lack of self-service options, poor omnichannel support strategies, and insufficient smart functionalities that streamline customer engagement. Proactively addressing these challenges can improve customer satisfaction and brand reputation by reducing friction for customers and enhancing their overall experience.