Schools:Call Center Metrics

Average handle time (AHT)

Measuring average handle time in the call center: Expert advice <<previous|next>> :Analyze call center agent performance to lower average handle time (AHT)

Ask The CRM Expert: Questions & Answers

Is there a call center metric for average hold time?

SearchCRM.com

What are your recommendations to reduce the average hold time in an inbound technical help desk? What is the industry average?
By average hold time, I presume you mean the average speed of answer for a call or time in the queue before being answered. Your options to reduce this are: staff up to meet demand, offer more or better self service, or reduce handle times through improved processes, training, system

To continue reading for free, register below or login

Requires Membership to View

To gain access to this and all member only content, please provide the following information:

By joining SearchCRM.com you agree to receive email updates from the TechTarget network of sites, including updates on new content, magazine or event notifications, new site launches and market research surveys. Please verify all information and selections above. You may unsubscribe at any time from one or more of the services you have selected by editing your profile or unsubscribing via email.

TechTarget cares about your privacy. Read our Privacy Policy

enhancements, or other changes.

There is no "industry standard" for average hold times. Many factors influence callers' tolerance to wait and what should be the service level that you provide. For more information, read Prosci's call center study or Benchmark Portal's call center benchmarks -- but treat these as only one input to your thinking.