Glossary
What is hold time?
Definition
Hold time is the amount of time a caller spends waiting during a call—either before an agent first answers or after being placed on hold mid-conversation. It is usually measured in seconds or minutes and is a key driver of caller satisfaction. Long hold times are a common cause of frustration and call abandonment.
01What counts as hold time
Hold time can include the wait in a queue before the first answer and any time an agent puts the caller on hold to look something up or consult a colleague. Systems typically fill this time with music, messages, or estimated-wait announcements. Because it spans different moments in a call, hold time is often broken out from talk time in reporting.
02Why hold time matters
Hold time strongly influences how callers perceive service quality and is closely linked to abandonment rate: the longer people wait, the more likely they are to hang up. It also relates to average speed of answer, which measures the initial wait specifically. Keeping hold time low is a common service goal.
03Reducing hold time
Businesses shorten hold time by staffing to demand, routing calls efficiently, and offering callbacks so callers don't have to wait on the line. Automated and after-hours answering can absorb overflow that would otherwise pile up in a queue. Setting expectations with wait-time messages also makes the wait feel more manageable.
Frequently asked questions
Is hold time the same as average speed of answer?
Not exactly—average speed of answer measures the wait before an agent first answers, while hold time can also include on-hold periods during the conversation.
How can businesses cut hold time?
Common methods include matching staffing to call volume, routing calls efficiently, offering callbacks, and using automated answering to handle overflow.
See also
Related terms
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