Discover how our products can revolutionize the way you communicate and collaborate.


Explore our advanced voice solutions designed to optimize your communication workflows.

Diverse range of DID number solutions designed to enhance your communication capabilities.

Experience unparalleled communication efficiency with our advanced SIP Trunking Solutions.

Cutting-edge technology to proactively detect and neutralize spam flags on your DID Numbers.


Wherever your audience is, our platform ensures seamless messaging across diverse channels.

Build customer journeys by fostering interactive conversations, all within the framework of your app. 

Connect with your audience in a simple and effective way through our cutting-edge SMS platform. 


Harness the power of IDT as your chosen carrier while leveraging your platform’s advanced features and services.

Integrate Twilio with our robust carrier routing platform to achieve unparalleled Voice termination system.

Experience reliable and high-quality communication services while leveraging the advanced capabilities of Genesys. 

Integrate IDT with the collaborative strength of MS Teams, unlocking efficient and feature-rich communication. 

Experience the power of our carrier network seamlessly connected to Plivo through our cutting-edge BYOC solution. 


Experience the power of our online voice tools, designed to simplify communication management. 

Ensure the authenticity and integrity of outbound calls with our STIR/SHAKEN Verification Check tool. 

User-friendly tool to verify the reputation of your business number, ensuring that it remains trusted. 

Compare and gain insights into outbound call expenses, optimize budget, and make informed decisions. 

Easily estimate and compare the costs associated with different DID numbers providers. 

Compare inbound VoIP rates among top CPaaS providers and optimize your inbound call costs. 

Generate custom SMS templates. 


Empower yourself with the resources you need to thrive in the dynamic landscape of communication.

Articles covering a wide range of topics.

Get answers to common queries.

Find instructions to make the most of our products.

Discover telecom insights and trends.

Find definitions of popular telecom terms.

Explore how our solutions have helped businesses.

Latest telecom trends, innovations, and market insights.


A global telecom partner built to meet your needs. 

Discover the story behind our commitment to delivering innovative solutions to connect people and businesses worldwide. 

Learn about our robust network infrastructure that spans across the globe, ensuring reliable and secure connectivity. 

Got a question, feedback, or need assistance? Our dedicated team is here to help!

Find partners or sign up for partnership programs.


Average Hold Time

In this article

Average Hold Time, often abbreviated as AHT, is a key performance metric used in customer service and call center operations. It measures the average amount of time a customer or caller spends on hold or waiting before their call is answered or their issue is resolved by a customer service representative. AHT is an essential metric because it directly impacts the customer experience and can influence customer satisfaction levels.

To calculate AHT, you add up the total hold time for all calls within a specific time frame (e.g., an hour, a day, or a month) and then divide it by the total number of calls answered during that same time period. The result is the average hold time per call. Organizations aim to keep AHT within an acceptable range. AHT can be influenced by various factors, including call volume, staffing levels, the complexity of customer issues, and the efficiency of call center processes. Striking the right balance between minimizing AHT to reduce customer wait times and ensuring quality customer service is a common challenge for businesses. While shorter hold times can improve customer satisfaction, they should not come at the expense of providing effective solutions and a positive customer experience.

How is Average Hold Time calculated?

Average Hold Time (AHT) is calculated by adding up the total amount of time customers spend on hold or in queue while waiting for assistance and then dividing that sum by the total number of customers who were on hold during a specific period, such as an hour or a day. The formula is:

AHT = Total Hold Time / Total Number of Customers on Hold

AHT is typically expressed in minutes and is a critical metric in customer service and call center operations, as it reflects the average time customers have to wait before their calls are answered or their issues are resolved.

How to reduce Average Hold Time?

  1. Optimize staffing levels.
  2. Streamline processes and scripts.
  3. Implement self-service options.
  4. Use skill-based routing.
  5. Invest in agent training.
  6. Analyze call center data.
  7. Prioritize calls and set targets.
  8. Minimize post-call work for agents.
  9. Offer callback options.
  10. Solicit customer feedback.
  11. Use technology wisely.
Share this article

Meet our wholesale voice routing

Fulfill all your voice calling needs with our category leading wholesale A-Z Voice Termination.
Try IDT Express for a $25 Credit

Get $25 Free Trial Credit

You could be interested in


Concatenated Messages

A concatenated short message service is used to overcome the limit on the number of...


E911 (Enhanced 911) refers to the implementation of emergency calling services that are compliant with...

Conversational Commerce

Conversational commerce is the use of customer-initiated conversations with artificial intelligence (AI), such as chatbots,...