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.
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.
Incoming Calls = 500 per day
Calls put on hold = 10%
Average hold time = 2 min
Annualy Hold Time
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|