“She’s On Another Call Right Now” — “I’ll Check Into That”
Whether we like it or not... Most callers get placed on hold
No one wants to put their customers on hold, but it’s simply unavoidable. Whether you are transferring a call, checking your inventory, or experiencing high call volume, chances are your callers will spend some amount of time waiting on hold. Leaving callers waiting in silence or just listening to elevator
music doesn't leverage the opportunity of address your attentive audience. Statistics show, that callers on hold listening to relevant, informative custom messages are willing to hold longer. More importantly, they estimate their hold time to have been significance shorter than if listening to music or on-hold in silence. There are many benefits to connecting with your callers through custom on hold messages even if callers are on hold briefly.
- More than 70% of all business calls are placed on hold.
- Average hold time is 30 to 45 seconds.
- 30% of callers placed on hold hang up, and 1 in 3 of those never call back.
– AT&T Study
- 80% of callers on hold with silence will abandon their calls in less than one minute.
- Callers with music on hold will stay on the line thirty seconds longer than with silence.
- Callers with information on hold will stay on the line for up to three minutes longer.
– North American Telecom
Providing information on hold results in:
- 40% increase in retention of callers on hold
- 15% increase in inquiries
- 12% increase in sales for products and services mentioned on hold.
– US West Communications
- 88% of callers prefer on hold messages over silence.
– Cellular Marketing Magazine
- The average executive spends 17 minutes per day on hold.
– Office Team Survey
- The average person spends 60 hours per year on hold.
– CNN Report