Call
Center Basics
Holding time is an important measurement when planning call capacity..
How do You Measure Holding Time?
Holding Time is the total time taken from the moment you pick up the phone to
dialling, to waiting for an answer, to speaking on the phone, to hanging up and
finally putting down the handset.
Holding time is not usually billed, you are billed for conversation time, which
is of course shorter. Holding time is an important measurement to be used when
planning how much call capacity is required for your call center.