Average Hold Time
Average Hold Time is a metric used in call centers and other customer service environments to measure the average amount of time a customer spends waiting on hold before their call is answered by an agent. It can also be defined as the average time a customer waits in a queue before being connected to an agent. It is usually used to evaluate the performance of a call center and identify areas where improvements can be made. A lower Average Hold Time generally indicates that customers are spending less time waiting on hold, which can lead to improved customer satisfaction and a better perception of service quality.
Further Reading
CX-2025 As Part Of Your Disaster Recovery Plan
T-Metrics CX-2025 provides multiple layers of redundancy within its cloud infrastructure to ensure your contact center remains functioning through any event.
T-Metrics Delivers a Differentiated Value Approach to the Contact Center
Find out how T-Metrics delivers the lowest TCO in the industry.
Ten Ways to Improve Your Customer’s Contact Center Experience
Improve the experience of your customers by improving your Contact Center.
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