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The average hold time is the average time taken for an operator to answer a call or the time a customer waits in the queue before being answered.
Handling time is the amount of time between when the system puts the customer on hold until the moment an agent becomes available (or the caller hangs up).
The average hold time is calculated by adding up all inbound customer call hold times and dividing that by the number of inbound customer calls answered by the agent or interactive voice response (IVR) system.
Firms have various options for reducing their average hold time: