{"id":28235,"date":"2022-10-01T15:40:35","date_gmt":"2022-10-01T14:40:35","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=28235"},"modified":"2024-07-18T12:09:33","modified_gmt":"2024-07-18T11:09:33","slug":"what-is-hold-time","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/what-is-hold-time\/","title":{"rendered":"What is hold time?"},"content":{"rendered":"

Hold time is the total amount of time a customer service agent puts a caller on hold during an exchange.<\/p>\n

Average hold time \u2013 the measure of the average amount of time callers are placed on hold \u2013 is a performance metric that can be used to evaluate the success of a call center. Improving the average hold time is important for most customer support centers, as it actively reduces friction for customers and enhances their overall experience.<\/p>\n\n

How do you measure average hold time?<\/h2>\n

Average hold time is measured by taking the total time callers spent waiting on hold in a given time period, divided by the total number of callers during that same time period. Teams that measure average hold time on a month-to-month basis would take the total amount of time callers spent on hold that month, and divide that number by the total number of callers that month. They can then use that data to see how they performed compared to the previous month, or set a target for the following month.<\/p>\n

Why does hold time matter?<\/h2>\n

Everyone wants to feel like their query or concern is a priority. As such, a long average call hold time can make a significant dent in the overall customer experience. The longer the hold, the more likely callers are to drop the call and lose faith in the brand.<\/p>\n

Customers that have particularly bad experiences with a brand, such as a long time waiting on the phone, are more likely to share those experiences with others. As a result, a high average hold time makes it harder to build trust and has the potential to negatively impact a brand\u2019s image.<\/p>\n

What can cause long hold times?<\/h2>\n

There are a number of factors that can impact average hold times in call centers. These include:<\/p>\n