How do you reduce hold time?

To reduce your hold time for our customers you have to be aware of the queues to your department and be pro active in watching your SLA or ABD rate. CSR's should be aware of what the minimum level is expected of them and by making sure that they are not in codes. CSR's should be able to roll there calls and update systems with the customer on line and not the use of a code after they have hung up.

ABD- Abandon rate of calls

SLA- Service Level of Answer