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What is the standard hold time for a call center?

Frequently Asked Questions

What is the standard hold time for a call center?

The standard hold time in a call center varies depending on the industry, the call center’s efficiency, and the volume of calls received. However, a widely accepted benchmark for good customer service is to keep hold times under two minutes. Effective call centers strive to minimize hold times as much as possible to improve customer satisfaction and reduce abandonment rates. To achieve this, they implement various strategies such as optimizing workforce management, using call-back technology, and analyzing call center metrics to identify and address bottlenecks. Long hold times can negatively impact a customer’s perception of a company, making efficient call handling and resolution a priority for call centers aiming to deliver excellent service.

What is the standard hold time for a call center?

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