Hold time

Hold Time is the amount of time a caller remains on hold during an IVR call before giving up or being sent to the live agent or disconnected. This allows you to assess whether customers have to wait a long time for a connection, or whether it is running smoothly. If the time is too long, it means that you have to try to reduce this time.

You can measure hold time by adding up the time customers spend waiting for the connection to be established with the agent, dividing it by the number of contacts or attempts to make contact. The higher this ratio, the more frustrating it can be to maintain this communication channel.

The hold time can be improved by educating employees to be able to handle requests more efficiently. If there are too many applications for the number of employees, you should consider hiring new employees. Customer service in other communication channels can also help to reduce the downtime. Thanks to this, customers will be able to choose a communication channel that is more appropriate for them.