A recent article at callcentrehelper.com cites a study conducted by Dimension Data. The recent study has found that customers calling an agent now wait on hold longer than they did ten years ago. The reason according to the article: human operators are being replaced by machines or the internet for simpler tasks. On the other hand, companies who have more complex customer service needs elect to use live, human operators. These more complex customer service calls take longer on average.
The study revealed that the average hold time is 39 seconds. After 45 seconds of holding, people normally end their call. That’s why its important to choose a call center that has a low hold time.