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