GLOSSARY

Average Hold Time

A measurement that shows how long clients who call a business are on hold.

What is Average Hold Time?

The average hold time is a measurement that shows how long clients who call a business are on hold. Reducing hold times can increase efficiency and client satisfaction. If you're a manager for a call center or other business that answers phone calls or provides customer service over the phone, learning more about the average hold time can be beneficial. In this article, we explain what the average hold time is, detail why it's important to understand it, describe how you can calculate it and provide helpful tips for reducing it.

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