Definition · Contact centre and BPO
Average Hold Time
Definition
Average hold time is the average time callers spend on hold after an agent has answered, while the agent looks something up, consults a colleague or waits for a transfer. It is calculated as total hold time divided by the number of calls, and it is one of the three parts of average handle time.
Also called: Hold time, Average on-hold time
Formula
Average hold time = Total hold time ÷ Number of calls handled
- Total hold time
- The sum of all time callers were placed on hold by agents during the period, across every hold on every call.
- Number of calls handled
- Answered calls in the period. Some centers divide by calls that had at least one hold instead; state which you use.
Worked example
An agent handles 60 calls in a day and places callers on hold for a total of 54 minutes. Average hold time = 54 ÷ 60 = 0.9 minutes, or 54 seconds per call. If only 18 of those calls had a hold, average hold time per held call is 54 ÷ 18 = 3 minutes, a very different picture.
Hold time vs queue time vs talk time
Callers use "on hold" loosely, but the metrics are distinct:
- Queue time is waiting before an agent answers. It is measured by average speed of answer, not hold time.
- Talk time is time the agent and caller are actually speaking.
- Hold time is time after answer when the agent mutes the caller and puts them on hold.
Average handle time adds talk, hold and after-call work. When AHT rises, splitting it into these parts shows whether agents are talking longer, searching longer or wrapping up longer, and each points to a different fix.
Typical ranges and what they tell you
There is no universal benchmark, because hold time depends on the complexity of the work. Simple service lines often average well under 30 seconds of hold per call; technical support and claims can average a minute or more. Compare agents within the same queue rather than against an industry figure.
The spread is more useful than the average. If most agents in a queue average 25 seconds and three average 90, look at those three: they may lack system access, be unsure of a process, or be using hold to take a break from difficult callers. New agents in nesting will run higher; the question is whether their hold time falls week by week. Hold time is also a good early signal of a knowledge gap after a process change, often before quality scores move.
How to reduce average hold time
- Fix knowledge access. Most hold time is searching. A well-organized knowledge base and on-screen agent assist prompts remove a large share of it.
- Reduce system switching. Agents toggling between five applications to answer one question will place callers on hold. Desktop integration often saves more than any training.
- Make help easy to get. A floor support line or chat channel with fast responses from team leads cuts long holds while agents wait for approval.
- Coach hold etiquette. Ask permission, give an estimate, check back every 30 to 60 seconds. This does not cut hold time much but cuts complaints about it.
- Do not target it in isolation. If agents are punished for hold time, some will guess instead of checking, and accuracy and first call resolution suffer. Track hold time alongside quality and repeat-call rates.
Frequently asked questions
How do you calculate average hold time?
Divide total hold time by the number of calls handled in the same period. Some centers divide by the number of calls that had a hold, so always state which method you use.
What is the difference between hold time and average talk time?
Talk time is when the agent and caller are speaking. Hold time is when the agent has placed the caller on hold during the call. Both, plus after-call work, make up average handle time.
Is time in queue counted as hold time?
Usually not. Waiting before an agent answers is queue time, measured by average speed of answer. Hold time starts after the agent has answered.
What is a good average hold time in a call center?
It depends on the work. Simple service queues often stay under 30 seconds per call, while technical or claims queues run longer. Compare agents within the same queue.
Why is my agents' hold time high?
Common causes are hard-to-find information, too many systems, waiting for supervisor approval, gaps in training after process changes and, occasionally, agents using hold to recover from difficult calls.