How Long Is Too Long On Hold?

Jim Hendricks
March 28, 2023
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min read
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The article discusses the negative impact of long hold times on customer experience in contact centers. It highlights that Americans collectively spend an enormous amount of time waiting on hold each year, with the average person spending 43 days on hold over their lifetime. Most customers are only willing to wait for two minutes or less on hold, and the expectation for quick responses has grown, with many expecting responses within five minutes. Prolonged hold times can lead to customers spreading negativity about a company, abandoning calls, and negatively affecting other key metrics like satisfaction and loyalty.

Read full article @ for tips on how to reduce hold times and keep customers happy, including improving interaction routing, training agents to be more efficient, prioritizing agent-friendly tools, and investing in true omnichannel solutions for contact centers.

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Jim Hendricks

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