Average Hold Time Inbound Calls

Definition

What is the average hold time of inbound calls?

The average hold time of inbound calls is the average amount of time or seconds a customer is required to wait on hold during a single call and also between transfers over a given time. This number doesn’t include the time it takes to answer a call or the time the customer spends in the Interactive voice menu.

The average hold time of inbound calls is the KPI that evaluates the level of service rendered by a Call Center as well as the effectiveness of call handling procedures. Although a caller can be put on hold to allow a representative to retrieve information or communicate with a supervisor, high values for this metric suggest deficiencies in call center processes and procedures, as well as inadequate agent training.

What is the average hold time of inbound calls?
What is the average hold time of inbound calls?

How to measure the average hold time of inbound calls?

A consumer must spend less time on hold. The AHT is determined by adding all inbound customer call and message hold times and dividing them by the number of inbound customer calls answered by the agent or interactive voice response (IVR) system.

Firms can reduce their average hold time in a variety of ways:

  • Offer better IVR to automate several of the services.
  • Enhance call management system, preparation, and system implementation to reduce call handling times.
  • Invest in a call center solution that allows agents to respond more quickly.

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