For many businesses, the call center is the front line of customer engagement. Long wait times not only frustrate customers but also damage brand reputation and loyalty. According to industry research, nearly of consumers say long hold times are the most frustrating part of customer service. social media The good news? By adopting the right strategies, you can significantly cut wait times while improving the overall customer experience.
At OnCall, we help businesses access on-demand, vetted call center agents and operations professionals to scale support without the inefficiencies of traditional hiring models. Here are five proven ways to reduce call center wait times and deliver the service customers expect.
1. Optimize Call Routing with Smart IVR
One of the biggest contributors to long hold times is inefficient call routing. If customers are bounced between departments or agents, not only does resolution take longer—it also erodes trust.
Implementing a smart Interactive Voice Response (IVR) system ensures customers are directed to the right agent or department the first time. Modern IVR solutions can even prioritize high-value customers or urgent issues, streamlining the path to resolution.
2. Use On-Demand Call Center Agents
Seasonal spikes, product launches, or unexpected surges in demand can overwhelm in-house teams. Traditional hiring takes too long, and outsourcing often lacks flexibility.
With on-demand call center staffing, businesses can scale their workforce quickly—adding trained, vetted professionals only when needed. Platforms like OnCallHQ.com make it possible to expand coverage without sacrificing quality or increasing overhead.
Case in Point: PetCenter
One of our clients, PetCenter, a fast-growing pet retail brand, faced long wait times during seasonal sales and promotional events. Their in-house support team couldn’t keep up with the surge in inquiries, leading to frustrated customers and abandoned calls. By leveraging OnCall’s on-demand call center agents, PetCenter was able to reduce average wait times by within just two weeks. The added coverage not only kept queues moving but also improved their customer satisfaction (CSAT) scores , strengthening loyalty at a critical growth stage.
3. Empower Agents with Knowledge Management
Even the most experienced agent can be slowed down if they don’t have quick access to the right information. A centralized knowledge base—containing product details, FAQs, troubleshooting guides, and policies—reduces resolution time and prevents customers from being left on hold.
Pairing this with real-time collaboration tools enables agents to escalate or consult with colleagues without transferring the customer, keeping wait times to a minimum.
4. Offer Self-Service Options
Not every customer issue requires live support. By providing self-service channels—such as FAQs, chatbots, or AI-powered help centers—businesses can handle repetitive inquiries instantly.
When customers solve their problems independently, agents are freed up to focus on more complex cases. This dual benefit shortens queues while delivering faster service overall.
5. Monitor Performance and Forecast Demand
Reducing wait times isn’t a one-time fix; it requires continuous optimization. By tracking key performance indicators (KPIs) like average hold time, first call resolution (FCR), and agent utilization rates, managers can identify bottlenecks and improve processes.
In addition, demand forecasting helps predict call volume spikes, ensuring the right number of agents are available at the right time. This proactive approach minimizes delays and improves the customer experience.
