Hold time

Hold time covers every part of the wait: the queue before anyone answers, a hold while the rep checks inventory, and the gap during a transfer between departments. Most phone systems report it, and most stores review it far less often than they review talk time.

A caller who abandons while on hold is a missed opportunity even though the call was technically answered.

Why it matters for a sales manager

Long holds and clumsy transfers are staffing and routing problems rather than skill problems, which makes them among the quickest wins available. They also cluster at predictable hours, so the fix is often a schedule change rather than a new process.