What is On-Hold Time?

On-hold time is the amount of time a caller spends waiting when an agent puts them on hold during a call.

This usually happens when the agent needs to find information or ask someone else for help. It's an important metric because long holds can lead to lower customer satisfaction.

How Long Is an Acceptable On-Hold Time in Customer Service?

A good on-hold time in customer service is usually under two minutes. Longer holds often frustrate customers, and many hang up if the wait goes past 2 minutes and 30 seconds. To avoid this, agents should check in every few minutes or offer a callback if more time is needed.

How On-Hold Time Affects Customer Experience

Long hold times can frustrate customers and hurt their experience, often making them feel ignored and less satisfied. This can lead to lower loyalty, more abandoned calls, and damage to the brand’s reputation.

Shorter hold times show efficient service, improve satisfaction, and boost loyalty. Using strategies like agent updates, callbacks, or other support channels can help reduce hold times and improve both customer experience and efficiency.

Strategies to Reduce On-Hold Times

To reduce on-hold time in customer service, companies can give agents faster access to information, improve call routing, and offer callbacks instead of making customers wait.

Using tools like chatbots, staffing based on call volume, and training agents well helps also. Monitoring performance and keeping customers informed during busy times can further improve wait times and overall satisfaction.