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.

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