Hold time is the time that a customer must wait for a call to get connected to an agent.
By tracking and reviewing the hold time, the company can manage their support staff. For example, if the holding time is too long, they should train their staff in a way that the hold time decreases. Thus, customers will be more satisfied with their service.
Another thing that can improve this is by hiring more agents to take care of phone calls and train agents according to their area of expertise.
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