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 ?
July 24, 2008 2:55 PM
July 25, 2008 6:36 AM