Each month, Travel Outlook will deliver a call efficiency report which provides a breakdown of how incoming calls were handled, detailing how many calls were sent to us, how long on average calls were in the queue before answered, and how long the guests were on the phone with our Reservations Specialists. Our wait and hold times rank among the lowest in the industry, with an average hold time of less than 30 seconds per call and an average net abandonment rate of less than 3%.