What is the acceptable percentage of Hold Time?

Tags:
Call Center management
Call Center metrics
Call Center ROI/TCO
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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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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