The Same Percentage of Call Centres Measure on-hold Time as Don’t

According to our poll, 46% of contact centres measure the length of time that a customer is on hold, the same percentage as those who don’t measure silence and time on hold.

Poll – “Do you measure time on hold pauses in conversations?” – answers

We measure time on hold – 46%
We measure silence or pauses in conversations – 23%
We don’t measure silence and time on hold- 46%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source – Call Centre Helper webinar: Efficiency vs Effectiveness     Sample size – 194     Date: October 2016