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

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Written by Megan Jones

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 is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

Connect with Megan on LinkedIn

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

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