Hold Time - Agent

Author: CCa2z

Date: 14th October 2009

Hold time refers to the time an agent puts a customer on hold.

This is done for a number of reasons;

  • Seeking assistance
  • Reviewing customer accounts
  • Attempting to transfer a call

The call treatment to the customer is usually hold music.  Some systems do not provide any music and as a result a customer hears nothing and will hang-up if the hold becomes lengthy.

It is not good practice to put customers on hold and is the area of least satisfaction.  If this is absolutely necessary then the customer should be revisted at regular intervals.

Some ACDs can destinguish between talk time and hold time whilst others do not.  In the latter cases the talk time includes the hold time.

Hold times, therefore, increase call and average handling times.

Lengthy hold times can indicate training requirements


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