Long Hold Times Are Killing Your Customer Experience

Waiting on hold to get help is inevitable. That being said, long wait times, being bounced around to multiple people, and inability to resolve issues contribute to overall poor experiences for customers and businesses.

Time flies when we’re having fun, and it drags on when we’re bored. Sometimes it’s on our side, and other times it’s racing against us. 90-seconds can feel like an eternity when you’re sitting on the phone waiting for help, or answering automated voice prompts, or even waiting for a response from an agent on live chat agent.

So, the question is, what does that mean for your business and how can you handle hold time better in every part of your contact centre?