Hold time standards/benchmark

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Hold time standards/benchmark
I manage a scheduling center. When the customer call reaches the appropriate scheduling pod they may have to hold for an available agent. Is there a standard or benchmark that is acceptable. Currently, 95% of our scheduling calls are answered by an agent within 6 minutes.

Helper

Call Centre Helper

Way to slow
The industry standard is 80% of calls answered in 20 seconds.

Anything above this and the abandon rate goes sky high.

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