Hold Time

The amount of time a customer spends waiting on the line to connect with an agent on a phone call is called the Hold Time. And since no customer likes to be kept waiting, tracking the average hold time month on month is a great way of figuring out how frustrated customers are with your support.

If it increases consistently over time, you’ll have to do one of these things:

• Hire more agents to handle phone calls.
• Stock up your knowledge base so customers can find answers for basic questions easily.
• Set up an IVR to make sure that agents don’t spend time trying to solve problems that are not in their area of expertise.