Hold Time

What is hold time?

How long your customers wait to talk to you by phone or in a chat window. The lower the average hold time the better, because customers hate to wait.

Hold times are a key customer service metric to monitor. When they are up, they could signal that your call volume is too high for the number of people you have working or your team needs some more training so they’re not looking up answers to very easy questions.

Deliver Excellent Customer Support Experiences With Ease