• http://www.salesportal.com/ SalesPortal

    “Of the total time spent with a customer on the phone, what percentage of
    that represents hold time?” That’d be an interesting metric, wouldn’t
    it?”

    That would be a fascinating metric! Obviously you can’t do away with all wait time for every caller, but do certain call interactions lend themselves to a longer wait time than others? It would interesting to see how that broke down.