Wednesday, July 17, 2024
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5 Remarkable Call Queue Management Tips to Reduce Average Wait Time

In today’s highly competitive business environment, it isn’t easy to retain your valued customers. While modern customers expect an efficient interaction and faster resolutions, poor call queue management and long waiting times on call can be detrimental to your business and may lead to losing your customers.

A research conducted by Call Centre Helper points that the call or contact center industry standard is to answer 80% of calls in 20 seconds or less. Even the slightest delay can lead to a significant hike in call abandonment rate, which may further lead to losing customers. Therefore, it’s critical for you to keep an eye on your call or contact center’s wait times and look out for ways to reduce it so as to improve your overall customer service processes.

The blog explains what exactly the average hold time in call centers is and what are some of the remarkable call queue management tips to reduce it in order to elevate your overall customer experience.

What is the Average Hold Time in Call Centers?

Average Hold Time in call centers, also known as the Average Wait Time (AWT) or Average Speed of Answer is the amount of time your customers spend waiting in a queue until your call center agent answers the call. It’s one of the essential key performance indicators (KPIs) to evaluate the health and efficiency of your call center. Typically, if your customers have to wait for a long time, they’re more likely to hang up the calls or may never call back. A report shows that an estimated 73% of customers choose to leave if they have to wait longer than 5 minutes.

For this reason, it’s vital for businesses to reduce their average wait or hold time in queue and resolve the queries of their customers in a faster manner. Failing to do so could lead to several business challenges like lost customer loyalty and hindered employee morale.

4 Ways to Reduce Average Wait Time

If you’re struggling to reduce your contact center’s average wait time and improve the experience of your customers, here’s a list of ways that can help you do so while improving the overall performance of your contact center:

1. Amplify Your Call Center’s IVR

Given that your customer support department is the first point of contact for your customers, it’s essential for you to have an efficient and optimized IVR (Interactive Voice Response) that can help you maximize the performance of your call or contact center. An advanced, intelligent, and automated call center software that routes your customers to the most skilled agent not only reduces the average wait time, it also allows your agents to provide your customers with immediate resolution on the first call itself, especially during peak hours.

2. Reduce Call Center Agents’ Downtime

In most cases, excessive downtime or idle time often results in prolonged Average Wait Time for customers. Therefore, adopting innovative solutions like predictive dialer can help you save a lot of your agents’ time by automating the execution of several manual business processes. In addition to this, doing so can help your agents utilize their free time and spend most of it on answering incoming phone calls.

3. Staff Your Agents Properly

The call and contact center agents who can handle inbound calls faster and efficiently can resolve the queries of callers in a better way. As a result, the first call resolution rates of your contact center becomes higher, which further improves the customer satisfaction (CSAT) score. Moreover, if your agents are sufficiently trained and empowered to monitor the number of calls in a queue, you can incentivize them to reduce call times when queues are above a certain threshold. In case the call queue management processes in your contact center are already in place but you’re still failing to reduce average wait time, consider hiring more staff members.

4. Equip Your Team with Call Queue Management System

If your business receives a large volume of calls in a day and your agents find it challenging to handle all of them faster, it’s important that you provide your agents with the right tools and technology. Empowering your agents with innovative, feature-rich call center software can help you streamline your call center processes, revolutionize your business communications and provide your agents with instant access to customer information so as to provide great customer support. In addition , this will allow your agents to handle a large number of calls in less time, and swiftly solve their queries, which will ultimately reduce their idle time and boost their productivity.

Improve Average Hold Time Leveraging Innovative Call Center Software

With almost every business shifting their focus to reducing wait times and enhancing customer experience, it’s imperative for you to ensure that you have equipped your business with the right technology solutions for your customers. No matter whether you choose to automate frequent inbound calls or provide your customers with a call back option, a new-age contact center solution is the need of the hour.

If you’re a business with a customer facing department and searching for ways to reduce average wait or hold time in call centers, consider investing in HoduCC, an omnichannel call center software by HoduSoft. The software comes packed with a wide range of features like Automatic Call Distribution, Auto Dialing, Predictive Dialing, Multi-level IVR, and more, which enable businesses to redefine their call or contact center processes so as to reduce average wait time and improve overall customer experience.

To learn more about how HoduSoft can help you serve your customers better and faster, with minimal wait time, get in touch with their sales team at or +91-886-67208362 / +1-707-708-4638

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