How to Calculate the Hold Time for Daily, Monthly and Yearly?

Hold Time - Definition, Formula, Example

Definition:

Hold Time is the average length of time taken by an operator to answer the call or the time a customer waits in the queue before being answered by the operator.

Formula :

Hold Time = Incoming Calls * (1 or 30 or 365 for day, month, year) * Calls put on hold percentage * Average hold time / 60(for Hour)
Example:

A call center employee receives 500 incoming calls per day and he put the time when he put the calls on hold is 10 % and the average hold time is 2 min. Calculate the annual hold time for that employee.

Given,

Incoming Calls = 500 per day
Calls put on hold = 10%
Average hold time = 2 min

To Find,

Annualy Hold Time

Solution:

Substitute the given values in the above formula,

Annual Hold Time = 500 * 365 * (10 / 100) * 2 / 60
= 182500 * 0.1 * 0.033333333
Annual Hold Time = 608.33 Hours

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