What is the acceptable percentage of Hold Time?
What is the acceptable percentage of Hold Time in the equation of AHT = ATT + ACW + Hold Time. By hold time, I mean when the customer is put on hold during a call.
So, if the expected AHT = 4 Mins -- is there an industry standard for what percentage the hold time can be? (eg 20% of AHT).
I am looking for an industry standard for something like below in the Telecom industry. The desired AHT= 4 Mins. Thanks.
Hold Time = 15% of AHT ?
ATT = 80% of AHT ?
ACW = 5% of AHT ?
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ASKED:
July 24, 2008 2:55 PM
UPDATED:
July 25, 2008 6:36 AM
Answer Wiki:
This will depend on what industry you are taking calls for.
When I worked for an Internet Service Provider placing the customer on hold was a big no-no, so the number would be very low.
These days when I call Microsoft Professional Support Services I can be placed on hold for 15-20 minutes at a time while they research the problems.
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If 4 Mins. Is the Telecom Industry Standard, it is too high. The caller will loose all his interest if he has to hold on for 4 minutes before getting attended or a break of 4 mins. During his call on any query.
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