submit query

Please fill with your details

  • # #

What is Average Hold Time?

Average Hold Time (AHT) refers to length of time that a caller waits in queue for the professionals of the business process outsourcing companies to answer call, or the time a customer waits in the queue before his/her call gets answered by a live agent. Hold time is the friction point between the customer and the call center agent. Lack of contingencies for disseminating calls and incompetent staff to handle customer queries are some of the biggest problems that leads to high ‘hold time’ in outbound call center. Average hold time is the length of time customers are placed on hold when contacting your company. Long hold times can lead to customer frustration, while short hold times can allow you to quickly assist your caller. AHT is one of the problematic issues with quality of customer service in business landscape.

Primarily, a customer calls support when they have a serious issue, such as a billing concern or problem regarding the malfunctioning of products/services. With either of these, the customer is already frustrated and long hold time makes the situation even worse. Exceptionally long hold times make customers more and more stressed out and thus, they feel devalued and deflated. Therefore, to decease average hold time, management of top call center outsourcing companies incorporate multiple methods and strategies that can help build up the reputation of the company while enhancing customer satisfaction.

Average hold time is calculated by adding hold time of all inbound customer calls, dividing it with the number of inbound customer calls answered by the representative or the interactive voice response (IVR) system. Exceptional customer experience leads to more satisfied customers. The support service providers increase number of call handling staff to meet the needs and demands of customer; offer best interactive voice response (IVR) to provide some services robotically; reduce hold time with the help of improved call handling procedures, training and system development.

Contact Us

Enter the details & we will contact you shortly!

Resource Library

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive environment.

Download Now >

BSNL Augmented Business Performances with Go4customer

TBharat Sanchar Nigam Limited (BSNL) started its operation and installed Quality Telecom in the nation.

Click here to Read >

Getit infomedia optimized business performance with

GetIt Infomedia is a leading digital supermarket in India

Click here to Read >


Choosing the Right Indian Call Center Partner: Key Considerations

<p>India, the globe’s largest exporter of call center services, has quickly become the go-to location for companies who want to outsource their customer relations and enjoy....

Read more>>

Why Your Business Needs 24/7 Inbound Call Center Services?

<p>Customer care services are not a luxury; they are a necessity in today’s highly competitive market. Given the modern, instant environment where customers are often &....

Read more>>

Our Esteemed Clientele

  • MSME logo
  • Manrega logo
  • GIL Company logo
  • BSNL Company logo
  • NMEICT Company logo
  • hudco Company hudco
  • Relaxo Comapany logo
  • NSEZ Company logo
  • Gail logo
  • MTNL logo
  • timex logo
  • BPCL Company logo
  • HPCL Company logo
  • IOCL Company logo
  • one97 logo
  • AIIMS Company logo
  • Power-Grid logo

Next-gen Call Center Outsourcing at your disposal

We make call center outsourcing a viable choice for businesses to achieve growth. We deliver best call center services by maintaining high training standards, integrating AI and data driven technology and offering 360° customer support. With us, you invest in customer relations built on trust and exceptional experience.