Hold Time

Hold Time is the total length of time a call centre agent places a customer on hold.

This can be to check for further information, refer to a colleague, seek approvals etc. or sometimes its just to finish off the last few cards in a game of Solitaire 😉

Is Hold Time a good metric?

Like most call centre metrics, it should not be looked at in isolation but rather as one part of the equation.

If you have a call centre agent who has a considerably higher hold time than other similar agents, is that good or bad?

It could be a sign that they don’t have great product knowledge and need to continue to check details to ensure they are giving the right information to the customer.

I’d rather they do that than have zero or low hold time and just make up the information…

However, if they are still doing that a year into the job then there might be some other issues.

Hold Time versus Penalty Hold

Recently, a new term is emerging known as Penalty Hold.

OK we made it up, but hey, whatever.

Penalty Hold is when you place the annoying customer on hold as punishment for being an asshole.

Of course, we don’t condone that behaviour at all…

Why Hold Time is actually used by call centre agents

You can count on us for some in-depth industry analysis and on this occasion, we extensively surveyed frontline call centre agents to determine how hold time is used within Australian call centres…

Why I place customers on hold

*You can follow us on FacebookTwitter or Instagram for the latest memes – we publish a new meme most days!

Upcoming Industry Events:


Virtual Coffee: Decision Making

$30
Scheduled
Event Organiser:
CX Skills
Virtual/Online

This workshop will focus on building your confidence in decision-making, introduce decision-making models, and what to do when you’ve made the ‘wrong’ decisions.

Will AI Kill the Contact Centre?

Free
Scheduled
Event Organiser:
Auscontact
Virtual/Online

During this webinar, we’ll be exploring whether or not Artificial Intelligence (AI) is going to completely kill off the contact centre.

Customer Experience and the COVID Crisis with Don Peppers

Free
Scheduled
Event Organiser:
CX Central
Virtual/Online

Join leading global CX expert Don Peppers and host Justin Tippett from CX Central on this free webinar - Customer Experience and the COVID Crisis to discuss:

- Why a good “customer experience” is even more central to long-term business success
- How to benefit from the dramatic rise in online, interactive activity; and
- Why trust is even more vital than it ever has been, amid the COVID crisis.

Be the first to comment

Leave a Reply