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Nearly 40% of Contact Centres do not Measure Customer Hold Time

Published On: 25th Feb 2016 10:08

According to our poll, 37% of contact centres don’t measure how long their customers spend on hold.

Poll – “Do you measure how long you put callers on hold?” – answers

Yes – 57%
No – 37%
Not sure – 6%

Source: Call Centre Helper webinar: 7 Ways to Drive Down Repeat Contacts Sample size – 143 Date: October 2015

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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Nearly 40% of Contact Centres do not Measure Customer Hold Time

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