What is Hold Time in a Call Center and How to Reduce It?

In an era where every second counts, few things frustrate customers more than long hold times. 

According to research, the average person may spend up to 43 days of their life on hold. 

This not only wastes valuable time for callers, but also hampers the efficiency of call center agents. 

The result is an unhappy customer base and missed opportunities for businesses. 

Fortunately, with the right strategies, technologies, and agent training, it’s entirely possible to reduce hold time in call centers and create more positive, productive interactions. 

In this article, we’ll explore what hold time is, how it’s calculated, and how it impacts both customer satisfaction and operational success. We’ll also share practical, data-driven tips to help you minimize hold time and elevate the overall customer experience.

A. What is hold time in call centers?

Hold time is the period during which a caller remains on the line while an agent places them on hold, rather than disconnecting the call. This happens once an agent has already answered the call and then needs to pause the conversation for a specific reason. 

Agents may need a moment to seek advice from a supervisor, to look up additional information in a knowledge base, or even to gather themselves after dealing with an upset customer.

When hold time occurs, the caller is left waiting in a sort of limbo — the call is not disconnected, but active conversation has stopped. While a brief hold is sometimes necessary, excessive hold time often signals operational inefficiencies or a lack of proper training and resources.

Here are some common reasons agents put callers on hold:

• Verifying details or pulling up internal systems
• Seeking guidance from a supervisor or subject matter expert
• Searching a knowledge base for answers
• Dealing with emotionally charged callers and taking a short moment to de-escalate

Whatever the reason, it’s in every call center’s best interest to keep hold time as low as possible. A higher-than-average hold time often indicates training gaps, poor resource management, or a limited knowledge base. Frequent holds can also lead to negative customer experiences, which can damage a company’s brand reputation.

B. How to calculate average hold time in call center

To find average hold time, you need two numbers

1. The total time (in seconds or minutes) that callers spent on hold during a given period (such as a week or a month).
2. The total number of inbound calls that agents answered during that same period.

Use the following formula:

For example, imagine your call center had a cumulative hold time of 120,000 seconds over the course of one month. If there were 3,000 inbound calls answered in that same month, then:

120,000 seconds ÷ 3,000 calls = 40 seconds of hold time per call

To decide whether this number is acceptable, you might compare it against historical data from previous months, industry benchmarks, or objectives set by your organization. Some organizations strive to adhere to the 80/20 rule, meaning 80% of calls are answered within 20 seconds. However, it’s important to remember that every industry and business model has different standards, and hold time expectations can vary widely.

Generally, you’ll want to keep an eye on several call center metrics & customer service metrics in conjunction with average hold time:

• Call abandonment rate: How many people hang up before speaking to an agent or while on hold
• First call resolution (FCR): how often issues are resolved on the first call
• Average handle time: Total talk time plus hold time and after-call work
• Customer satisfaction (CSAT): Direct feedback from callers regarding their experience

By monitoring these metrics together, you can more effectively identify when hold time is becoming a problem and take the necessary steps to address it.

C. What is the impact of hold time on customer experience?

Hold time is not just a minor inconvenience; it can significantly influence customer perception, loyalty, and willingness to continue doing business with a company. 

According to HubSpot, “Approximately one-third of customers are most frustrated by being placed on hold, and another third dislike having to repeat their issues to multiple support representatives.”

Here’s a closer look at several effects of excessive call center hold time:

1. Negative brand perception

When callers sit on hold longer than they expect, they often transfer that frustration directly onto the brand. 

This can lead them to speak negatively about their experience to friends, family, or on social media. 

According to some reports,  Americans are unhappy with the service and are not afraid to let people know about it.

2. Higher abandoned call rates

Long hold times are a leading cause of abandoned calls — that moment when a caller decides enough is enough and hangs up. 

Research suggests that 67% of people have hung up the phone in frustration when they cannot reach a customer service representative

An increase in abandoned calls is a critical red flag since it prevents agents from providing assistance and can reduce customer satisfaction.

3. Lost revenue opportunities

Excessive hold times may directly reduce sales. In some sectors, a caller on hold may very well be a potential buyer seeking more information or trying to complete a purchase. 

If they get frustrated and hang up, you lose that sales opportunity. 

According to Zendesk Benchmark data, “73% of consumers consider switching brands immediately after poor customer service, and 50% will consider switching after only one bad experience.” 

4. Increased customer irritation

Putting a customer on hold is never ideal, but it becomes a genuine problem if the hold is repeated or lasts for many minutes. Extended customer wait times can intensify the customer’s emotions. 

When an agent finally returns, they’re likely dealing with someone who is already irritated, making it more challenging to achieve a positive outcome. 

This emotional friction can even affect overall call handling time, as an agent may need extra minutes to calm the caller down.

D. 6 Tips to reduce average hold time

Improving call center efficiency, boosting customer satisfaction, and decreasing agent burnout often comes down to reducing hold time. 

Below are six proven strategies you can implement to keep hold time at bay and enhance overall call center performance:

1. Streamline call routing

• Use intelligent IVR: Interactive voice response can direct callers to the right queue before they speak to a live agent. This ensures that only agents with the necessary expertise receive specialized calls.
• Leverage skill-based routing: Direct calls to the most qualified agent based on skills, certifications, or product knowledge. This reduces the need for transfers or lengthy holds while agents seek help.

2. Staffing and resource allocation

• Schedule smartly: Many call centers rely on historical data to predict busy periods. By scheduling more agents during peak hours, you can reduce the hold time that results from high call volumes.
• Adopt a flexible staffing model: Consider part-time or seasonal workers to handle fluctuations in demand. Adjust staffing quickly when call volumes are unexpectedly high.

3. Encourage self-service options

• Implement chatbots: For basic inquiries such as order status or password resets, chatbots or automated knowledge bases can solve problems without involving a live agent. This leaves agents free to handle more complex calls and reduces queue times.
• Offer intuitive online portals: Customers appreciate an online help center or easy-to-navigate website for simpler issues. The more they can do themselves, the fewer calls come into your center.

4. Continuous monitoring and reporting

• Track real-time metrics: Keep an eye on average hold time, call abandonment rates, and service levels in real time. If you see a sudden spike in hold times, you can take immediate corrective measures.
• Analyze conversation intelligence: Tools that offer speech analytics and call monitoring allow supervisors to identify where agents struggle. By spotting recurring issues, you can update training or resources to cut down hold times.

5. Training and skill development

• Invest in quality onboarding: A well-trained agent can respond to queries swiftly and with confidence, reducing the need to place callers on hold. Thorough training can also lower the number of escalations.
• Ongoing sales coaching and mentoring: If agents feel prepared to answer diverse questions about products and services, they’re less likely to need assistance mid-call. Periodic refreshers and advanced training modules (like speech analytics for real-time guidance) are especially helpful.

6. Feedback and surveys

• Collect customer feedback: After each call, gather feedback through post-call surveys. Ask customers if they were placed on hold too often or for too long.
• Close the loop on survey data: Use these insights to refine processes and address recurring obstacles. If many customers complain about agents searching for information, it’s likely time to update your knowledge base or invest in better resources.

E. Understanding average hold time and its impact on call center success

Beyond just being a number on a dashboard, average hold time is a barometer of your call center’s overall health. It’s inherently tied to essential performance metrics such as first call resolution, average handle time, and CSAT scores. Here’s how it fits into the bigger picture:

1. Operational efficiency

High average hold time often implies bottlenecks in agent knowledge or system accessibility. The more time agents spend on hold, the less time they’re actively assisting customers. This impacts both productivity and labor costs.

2. Customer satisfaction

Many customers interpret long hold times as disrespect for their time. By contrast, a consistently low hold time reflects a company culture committed to quick resolutions and seamless customer journeys. Customers who feel valued are more likely to stay loyal.

3. Agent morale and retention

Excessive hold times can affect agents, too. Fielding calls from irritated customers can lead to burnout.

Conversely, a system that efficiently connects the right customers to the right agents helps employees feel more competent and supported.

4. Call center metrics synergy

Call centers typically track multiple metrics, including Net Promoter Score (NPS), average speed to answer, and CSAT. These metrics work in tandem. If your average hold time is consistently high, it may cause your abandonment rate to rise and your CSAT to dip. Tracking these metrics holistically allows managers to implement timely interventions.

5. Competitive advantage

In highly competitive industries such as telecom, financial services, and ecommerce, a faster, more streamlined service can differentiate you from competitors. When your center minimizes hold times while providing high-quality service, it becomes a strong selling point that boosts customer retention and referrals.

F. Kick start your experience with Enthu.AI today!

Reducing hold time in call centers can seem like a tall order, but modern solutions like enthu.ai make this challenge more manageable than ever before. 

By leveraging conversation intelligence and advanced speech analytics, enthu.ai provides deep insights into common customer concerns and patterns that lead to extended hold times. 

You can also monitor calls in real time and use quality assurance tools to detect when agents are struggling.

Here’s how enthu.ai helps:

1. Automated transcription and analysis

With near-instantaneous transcription, call data becomes searchable. Supervisors can quickly identify the points in a conversation that result in a hold.

2. Real-time monitoring and analytics

Managers see live metrics on hold times, allowing them to step in proactively if trends start climbing. Real-time data also helps with staffing decisions on the fly.

3. Performance metrics and reporting

Enthu.ai offers comprehensive dashboards that track average hold time, agent performance, and more. Equipped with this data, managers can create targeted strategies and refine workflows.

4. Agent training and coaching

Thanks to robust insights on agent-customer interactions, supervisors can design laser-focused training programs. Topics may include quicker knowledge retrieval, better communication skills, or advanced sales training and coaching — all of which reduce hold time.

5. Intelligent routing

By integrating with existing systems, enthu.ai can support advanced routing strategies. This ensures that calls land with agents best suited to solve the issue immediately, lowering the chance of multiple holds.

These features align perfectly with the goal of minimizing hold time while maintaining a high level of customer service. When you adopt an AI-powered call center software like enthu.ai, you empower agents to handle calls more effectively while giving managers the data and flexibility they need to streamline processes.

Conclusion

Long hold times don’t just waste moments; they can erode a brand’s reputation, hike up call abandonment rates, and leave employees overwhelmed by frustrated callers. 

Fortunately, by focusing on strategies such as skill-based routing, comprehensive training, and real-time monitoring, contact centers can keep hold times in check. 

Tools like enthu.ai go even further, providing sophisticated insights and automation that free up agents to do what they do best: deliver exceptional customer service.

The best-performing call centers see hold time not merely as a standalone metric, but as part of a broader commitment to continuous improvement. 

By regularly reviewing average hold time in tandem with CSAT, abandonment rates, and first call resolution, managers can craft a data-driven path toward efficiency. In the modern marketplace, where callers expect swift and empathetic assistance, reducing hold time is a key differentiator that boosts both loyalty and revenue.

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