Customer Hold Time Metric Definition

Customer Hold Time measures the duration that customers spend waiting on hold during a phone call with a customer service representative. This metric is critical for evaluating the efficiency of call center operations and the overall customer experience. Prolonged hold times can lead to customer frustration, decreased satisfaction, and can negatively impact a company’s reputation.

Detailed Explanation

What is Customer Hold Time?

Customer Hold Time refers to the total amount of time a customer spends on hold during a single interaction with a support agent. It encompasses any period when the customer is placed on hold, whether at the beginning of the call or during the conversation. Monitoring this metric helps businesses understand how their call handling practices affect customer satisfaction.

How it Works?

To calculate Average Customer Hold Time, use the following formula:

Average Customer Hold Time = Total Hold Time Across All Calls / Total Number of Calls

Analyzing this metric provides insights into the efficiency of customer service operations and highlights areas where improvements can be made to reduce hold times.

Types of Hold Time Metrics

1. Initial Hold Time: The time a customer waits on hold before speaking to a representative.
2. Transfer Hold Time: The hold time experienced when a call is transferred between agents or departments.
3. In-Call Hold Time: Periods during a call when the agent places the customer on hold to retrieve information or consult with others.

Illustrative Scenarios

Examples

• A customer calls support and waits on hold for 5 minutes before speaking to an agent. This time contributes to the average customer hold time calculation.
• During a support call, the agent places the customer on hold for 2 minutes to verify account details, adding to the in-call hold time metric.

Segmentation

Customer Hold Time can be segmented by department, time of day, or issue type to identify specific areas needing improvement. For example, hold times may be longer during peak hours or for technical support inquiries, indicating where additional resources may be required.

Factors Influencing Customer Hold Time

1. Call Volume: High call volumes can overwhelm support teams, increasing hold times.
2. Staffing Levels: Insufficient staffing leads to longer queues and increased hold times.
3. Agent Training: Well-trained agents can handle calls more efficiently, reducing the need to place customers on hold.
4. System Efficiency: Slow or outdated systems can delay information retrieval, increasing in-call hold times.
5. Complexity of Issues: Complex customer issues may require agents to spend more time on hold gathering information or consulting with others.

Strategies to Reduce Customer Hold Time

1. Optimize Staffing Schedules: Align staff availability with peak call times to reduce hold durations.
2. Improve Agent Training: Equip agents with comprehensive knowledge to handle inquiries without unnecessary holds.
3. Implement Efficient Systems: Upgrade technology to enable faster access to information during calls.
4. Use Call Routing: Direct calls to the most appropriate agent to minimize transfer hold times.
5. Offer Callback Options: Provide customers the choice to receive a callback instead of waiting on hold.

Benchmark Indicators

Understanding industry benchmarks for Customer Hold Time helps set realistic goals and evaluate performance:

• Retail Industry: Average hold times range from 1-2 minutes.
• SaaS Industry: Typically 30 seconds to 1 minute.
• Financial Services: Hold times range from 2-3 minutes due to regulatory requirements and verification processes.
• E-commerce: Average hold times are under 1 minute.
• Healthcare: Hold times vary from 1-3 minutes, with efforts to keep them as short as possible for patient satisfaction.

Tools for Measuring Customer Hold Time

1. Call Center Software: Solutions like Cisco Call Manager, Avaya, and Five9 provide detailed hold time metrics.
2. Customer Relationship Management (CRM) Systems: Platforms such as Salesforce integrate with telephony systems to track call metrics.
3. Analytics and Reporting Tools: Software like Tableau or custom dashboards help analyze and visualize hold time data.

Common Pitfalls and Mistakes

1. Overlooking Peak Times: Failing to adjust staffing during high call volumes can increase hold times.
2. Insufficient Agent Training: Unprepared agents may place customers on hold more frequently, increasing overall hold time.
3. Ignoring System Limitations: Not upgrading outdated systems can slow down information retrieval, leading to longer holds.
4. Poor Call Routing: Ineffective routing can result in unnecessary transfers and additional hold times.
5. Lack of Monitoring: Not regularly reviewing hold time metrics prevents identification of issues and implementation of improvements.