Travis Software Official Blog

Below is the raw holding data statistics from our support line. Since our average hold time hit our pre-ARRA numbers, we wanted to share them with you. Details below include our averages for time periods in the day and total experience breakdown. We track our experience in detailed segments, such as Hold Time between 11:30 and 12:30 on Wednesday, so you can see that as well.

The average hold time for the week of June 22 2009 through June 26, 2009 was 2:55 ... less than three minutes!

Call Hold Times

Time Period	Monday	Tuesday	Wednesday	Thursday	Friday
8:30 – 11:30	0:34	2:25	4:02	2:12	1:51
11:30 – 12:30	2:50	7:57	4:35	2:22	0:03
12:30 – 1:30	0:00	0:06	7:13	3:05	0:43
1:30 – 4:30	2:32	1:44	0:47	2:42	4:32
4:30 – 6:00	0:00	0:00	5:20	0:00	16:00

Total Average Hold Time: 2:55

Hold Time Breakdown

The next graph breaks out our caller experience during the week. The vast majority of users held for less than 3 minutes, with less than 25% of callers holding for longer than 5 minutes.

Case Origins

Finally, we wanted to show how our Self Service Portal is being utilized; of all cases created during the week, 47% were created using the self-service-portal. You’re welcome to open cases either using the phone or the portal—the portal will always contain the latest information about your case, no matter how you opened it originally. You can login to the portal at http://login.travissupport.com.

We’ll continue to post updates regarding the caller experience periodically; I was proud of the job our support team has done since ARRA was enacted and wanted to share the data with our users as well.