How effective is message on hold?
- A recent AT&T Study – More than 70% of business calls are placed on hold for an average of 45 seconds each. 60% of the callers placed on hold hang up, and 30% of those that hang up never call back. 94% of advertising budgets are spent to induce a call and only 6% is spent to handle the call once it comes in.
- North American Telecom – Callers with silence on hold will abandon their calls in less than one minute. 90% hang up within forty seconds. – 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.
- US West Communications Study – Providing information on hold results in a 40% increase in retention of callers on hold… a 15% increase in inquiries… a 12% direct increase in requests for products and services mentioned on hold.
- Office Team Survey – The average executive spends 17 minutes per day on hold.
- CNN – The average person spends 60 hours per year on hold. Executives spend 15 minutes a day – or 68 hours a year – on hold. Fifty-five seconds is the national average hold time for companies with more than two telephone lines.
- Cellular Marketing Magazine – Over 85% of callers prefer on hold messages over silence.
- Telemarketing Magazine Survey – 1 in 5 respondents made a purchase or a decision based on information they heard
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