On-Hold Time Per Ticket

KPI Categories

This KPI is associated with the following categories and industries in our KPI database:

On-Hold Time Per Ticket Interpretation

High on-hold times indicate inefficiencies in customer support processes, potentially leading to customer dissatisfaction. Conversely, low on-hold times reflect effective resource allocation and quick issue resolution. Ideal targets typically fall below 2 minutes for most industries.

<1 minute – Excellent; indicates highly efficient service
1–2 minutes – Acceptable; monitor for potential issues
>2 minutes – Concerning; requires immediate attention

Common Pitfalls

Many organizations overlook the significance of on-hold time, mistakenly believing it to be a minor issue.

Failing to analyze call volume patterns can lead to understaffing during peak times. This results in longer wait times and frustrated customers who may abandon calls altogether.
Neglecting to invest in technology, such as call routing systems, can hinder operational efficiency. Outdated systems often result in longer hold times and increased customer dissatisfaction.
Ignoring customer feedback on wait times prevents organizations from identifying pain points. Without this insight, companies risk perpetuating the same issues, leading to higher churn rates.
Inadequate training for customer service representatives can lead to inefficient call handling. Representatives may struggle to resolve issues quickly, resulting in longer on-hold times and dissatisfied customers.

Improvement Levers

Reducing on-hold time requires a focus on process optimization and resource management.

Implement advanced call routing technology to connect customers with the right representatives quickly. This minimizes wait times and enhances the overall customer experience.
Regularly analyze call volume data to adjust staffing levels accordingly. By aligning resources with demand, organizations can significantly reduce on-hold times during peak periods.
Enhance training programs for customer service representatives to improve efficiency. Well-trained staff can resolve issues more quickly, leading to shorter on-hold times and higher customer satisfaction.
Utilize callback options to allow customers to avoid long hold times. This not only improves customer experience but also optimizes resource allocation during busy periods.

On-Hold Time Per Ticket Case Study Example

A mid-sized telecommunications provider faced increasing customer complaints about long on-hold times, which had risen to an average of 8 minutes. This negatively impacted customer satisfaction scores and led to a noticeable increase in churn rates. Recognizing the urgency, the company initiated a project called "Hold Time Revolution," aimed at streamlining its customer service processes.

The project included implementing a new call routing system that prioritized calls based on urgency and customer history. Additionally, the company invested in training programs that equipped representatives with tools to resolve issues more efficiently. Within 6 months, on-hold times were reduced to an average of 1.5 minutes, resulting in a 25% decrease in customer complaints related to wait times.

Customer satisfaction scores improved significantly, leading to a 15% increase in retention rates. The financial impact was substantial, with the company estimating an additional $5MM in annual revenue from retained customers. The success of the "Hold Time Revolution" positioned the customer service team as a key driver of business outcomes, rather than a cost center.

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FAQs

What is considered a good on-hold time?

A good on-hold time is typically under 2 minutes. This threshold indicates efficient call handling and resource allocation.

How can technology help reduce on-hold time?

Technology such as advanced call routing systems can connect customers to the right representatives faster. This minimizes wait times and enhances overall service quality.

What role does staff training play in managing on-hold time?

Effective staff training equips representatives with the skills needed to resolve issues quickly. Well-trained staff can significantly reduce on-hold times and improve customer satisfaction.

Is it beneficial to offer callback options?

Yes, offering callback options allows customers to avoid long wait times. This enhances the customer experience and optimizes resource allocation during peak periods.

How often should on-hold time be monitored?

On-hold time should be monitored regularly, ideally on a weekly basis. Frequent monitoring allows organizations to identify trends and make necessary adjustments promptly.

What impact does long on-hold time have on customer loyalty?

Long on-hold times can lead to customer frustration and dissatisfaction, negatively impacting loyalty. Customers are more likely to switch providers if they consistently experience long wait times.