HOW LONG HOLD TIMES AFFECT YOUR CUSTOMERS’ EXPERIENCE (AND YOUR BOTTOM LINE)

What if, even though you were ready to read this introduction, you were asked to wait for a minute? What if you had to wait two minutes? You’d be frustrated, right? Or even worse, you might give up completely.

Hold times are a disruption. For customers, hold times can be an infuriating part of trying to contact a company, whether they want to have a simple question answered or a major issue resolved. For agents, hold times can be a stressful necessity that leads to friction-filled first impressions and customer annoyances that are hard to recover from.