Definition: Average hold time is the average length of time a customer is put on hold before interacting with a call center agent.
Why is Average Hold Time Important in a Call Center?
Average hold time is a crucial metric in call centers as long hold times can lead to customer dissatisfaction and increased call abandonment rates.
How to Measure Average Hold Time?
Average hold time can be calculated by dividing the total hold time by the total number of calls put on hold.
How to Reduce Average Hold Time?
Average hold time can be reduced by optimizing staffing levels, improving call routing, and implementing AI-powered solutions like OpenQuestion.
Reducing Average Hold Time with OpenQuestion
OpenQuestion can streamline call routing and reduce wait times, thereby minimizing the average hold time and improving customer satisfaction.