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

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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

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

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

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