Hold time in a contact center refers to the duration that a customer in agent-initiated hold. When a customer calls a contact center, they may be placed on hold for various reasons, such as:
High call volume: If there are many incoming calls, customers may need to wait in a queue until an agent becomes available to assist them.
Agent availability: If all agents are currently busy assisting other customers, new callers may be placed on hold until an agent becomes available.
Call routing: Some contact centers use automated call distribution systems to route calls to specific agents or departments based on factors such as the customer's reason for calling or the agent's skills. Hold time may occur as the call is being routed to the appropriate destination.
Agent support: Agent requires assistance or time to research the answer to the customer's query.
Hold time can impact customer satisfaction and should be managed effectively by contact centers to minimize wait times and ensure a positive customer experience. Strategies such as optimizing staffing levels, implementing self-service options, and providing estimated wait times can help reduce hold times and improve overall service quality.
