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Call Centers: 4 Ways to Decrease Average Hold Time


Quality customer service is an extremely important aspect of any business. One thing that impacts this segment of your business is average hold time.

Average hold time is the length of time customers are placed on hold when contacting your company. That being said, it’s easy to see how that can influence your customer service levels. Long hold times can lead to customer frustration, while short hold times can allow you to quickly assist your caller.

As a provider of the most effective, yet affordable, call center software for support centers, we are all about quality assurance best practices. In this post, we’ll discuss 4 ways to decrease average hold time in the contact center, and by doing so, increase customer satisfaction levels.

1. Utilize Queue Callback

Rather than keeping your callers on hold for long periods of time, many contact centers choose to utilize queue callback. Queue callback is a feature that, instead of keeping your customers on hold, calls your customers back in the order their initial call was received.

Queue callback helps reduce average hold time because your customers won’t be waiting on the line for an available call center agent. This call queue management feature also increases customer experience because callers are free to carry on with their day until your system calls them back.

2. Use an Automatic Call Distributor

Another popular way to decrease average hold time is by utilizing an automatic call distributor. This feature distributes all incoming calls based on criteria that you set.

Whether these calls are distributed based on the time of day the call was placed, the customers’ geographical location, or based on what the customer needs assistance with, this feature helps by making sure customers quickly get to an agent that can help them.

3. Focus on Schedule Adherence

For a call center to run successfully, call center managers need to implement and utilize key performance indicators (KPIs). One of the most important call center KPIs is schedule adherence.

Schedule adherence is the process of analyzing the workload of each of your agents. You track the time they’re scheduled to work and compare it to their call time to see how efficiently they’re working. By focusing on this KPI, you can make average hold time a priority in your call center.

4. Work on your Call Center Scripts

One reason for unusually high average hold time may be the interactions taking place between your agents and callers. If agents go off script or are having a hard time assisting your customers, their calls will last longer, which impact the callers on hold.

Check the call recording logs for especially long calls to find out if you need to update your call center agent scripts or provide additional training.

The suggestions above are shown to help decrease average hold time, helping your customers quickly reach an available agent to be helped. Implement them in your call center to not only help better assist your callers but to make your call center run as efficiently as possible.

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