WinningKPI - Call Center - KPI for Measuring of Hold Time % posted in category Call Center KPI details: Details:
This indicator is for measuring the time the agent keeps the caller on hold, usually to obtain the information to resolve the query, as a % of the total calling time. The average Hold Time % per agent is calculated by dividing the total time spent on hold by the total time spent on call.
Some Call Centers may give clear instructions to their agents on how long they can keep a caller on hold, without checking back on the caller.
Also, some Call Centers prefer that the agent solves the query whilst on call, rather than on Idle time (off call), hence the Hold Time % is likely to be higher in these businesses.
Formula:
Total hold time/ total calling time x 100
KPI Unit: %
KPI Time Frame: update weekly or monthly
Posted by Oana Boteanu | Help to protect community: Flag for moderation
Ideas suggested by WinningKPI community:Here are comments:
This is calculated per agent. For instance, an agent that spends 6 hours a day ‘speaking live’ (6x 5 days a week = 30 hours)
The total time the agent kept the client on hold was 2h
The hold time % is:
2/30 x 100 = 6.7 %
This figure will depend on the company policy of whether queries should be resolved on idle time (off the phone) or during conversation.
Also, it can depend on how specialized the agents are, and how many times the call has to be put on hold and passed to a different department.
Oana Boteanu | + | September 9, 2012 at 7:44 am
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