Customers left on hold without any background music felt that a 30 second on-hold call actually lasted 90 seconds. Furthermore, customers thought a 30 second on-hold call that used music on hold lasted only 15 seconds. – AT&T Survey
Executives spend 15 minutes a day or 60 hours per year on hold. – USA Today
The average hold time is 38 seconds. – Electronic Distribution Today
88% of callers preferred on-hold messages to other hold options, and 16 – 20% made a purchase based on an on-hold offer. – Stan Rapp and Tom Collins of Maximarketing
On average 7 out of 10 business callers are placed on hold. – Inbound/Outbound
One study found that of the 8 – 15% of a company’s customer base is lost each year, 68% is due to indifferent or negative phone treatment. – Oren Harari of The Tom Peters Group
Studies show that after an average of 1 minute and 55 seconds of hold time most callers hang up annoyed – 34% of those callers who hang up will not call back. – Small Business Chronicle
88% of callers surveyed want to hear product information on hold and will stay on the line longer if provided with this information – roughly 20% said that they have purchased additional products based on information they heard while on hold. – Sales & Marketing Management
41% of American consumers have initiated a purchase over the phone in the last year. – American Teleservices Association
94% of all marketing budgets are spent on inducing a customer to call, while only 6% is spent on handling the call once it is received. – Inbound Telephone Call Center
An estimated 70% of business callers are put on-hold.
An estimated 60% of business callers put on-hold with silence, hang up.
An estimated 30% of these callers don’t call back!
A NATIONAL STUDY PUBLISHED BY NORTH AMERICAN TELECOMMUNICATIONS ASSOCIATION REPORTS:
Callers with SILENCE-ON-HOLD will abandon their calls in less than one minute; 90% hang up within 40 seconds.
Callers with MUSIC-ON-HOLD will stay on the line 30 seconds longer than with only silence.
Callers with INFORMATION-ON-HOLD will stay on the line for up to 3 minutes longer.