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The Dilemma of Acceptable Call Holding Time on Busy Days

Long waiting queues are the bane of a call center. Customers do not like waiting. Whether they are tapping their fingers while being put on hold or staring at their watches in a checkout line, the time that they spend waiting definitely diminishes their customer experience. Long hold and wait times mean big service issues when they come up, lost sales, and customers wouldn't mind switching to another service provider at a moment's notice.

Topics: Call Center Management Quality Monitoring