Hello all,

I am currently working on an initiative to reduce hold times for our clients in our call centre. It would be useful to know, therefore, what the industry standard is for this measure- if one exists in the UK. My internet searches have so far drawn a blank. Well, except 200 page, leather-bound reports costing 1,000 Euros. Thought that was a bit steep when I'm only interested in such specific figures.

With your collective call centre experience, are you aware of an accepted figure or alternatively a resource I could use to find this information?

Thanks in advance for your help,

Paul

>>>alternatively a resource I could use to find this information?

Use the google search tool found on the home page of CCV. You could try a keyword like 'industry standard' or suchlike.

Happy hunting

In the US 80% under 30 seconds is a pretty standard benchmark.

The 'right' or appropriate Grade of Service (GOS) also called TSF or Total Service factor varies depending upon the industry in which the call center operates and what the customers expect.

The most common 'standard' is 80/20/<3, 80% of the calls answered within 20 seconds with less than 3 % of the calls abandoned.

Many technical support operations employ service standards that are quite different, software support often has an ASA of 3 to 5 minutes, 911 service is often 100% in 3 seconds, government call centers often strive for a 2-3 minute ASA.

There is no 'right' GOS, you should ask your customers and/or assess your competitors. Depending upon your industry and business you could make you service level performance a competitive differentiator.

I hope that I have added value to this discussion.

If I can be of any further assistance, please feel free to contact me directly at ctaylor@thetaylorreachgroup.com.

Colin Taylor
The Taylor Reach Group, Inc.

www.thetaylorreachgroup.com

Almost impossible to answer the OP's original request though. The above responses are taking about grade of service mneasures, whereas the OP is looking specifically at Hold times.

There is a balance of service quiestion within this, as many people wouldn't mine being placed on hold for a couple of minutes, as long as the problem / reason for the call was resolved. If your customers are being placed on hold and the situation isn't being resolved, that is where the real problems begin.

The first thing you need to determine is why agents are using hold before unilaterally deciding to try to reduce it, as this could actually cause the call length or call volume to increase.

If however, by 'hold time' you mean 'wait time' (ie time waiting before being answered by an agent) then ignore me completely!!!!

Paul,

As others have previously mentioned there are lots of variables for an industry standard to exist with on hold time.

I used to work in a Call Centre for the same company you do and took on the challenge of reducing hold time. I am more than happy to discuss it with you, but if my experience is anything to go by more than anything else you will benefit from looking at the way the "agents" are using the systems and the knowledge base they need available to them to answer customer queries. Given its the same sector and company I'd be pretty sure that will provide the answer.

Andy