Message On Hold Statistics
Fact is, most business calls are placed on hold. Even if you never press the hold button, your callers are placed on hold every time a call is transferred to another extension. And they'll remain on hold until their call is picked-up or they end up in voicemail. If you're leaving your callers on hold in silence or just listening to music you are not effectively leveraging the time your callers spend waiting on hold.
When asked, most business managers grossly underestimate the amount of time their clients wait on hold.
- More than 70% of all business calls are placed on hold.
- Average hold time is 45 to 60 seconds.
- 30% of callers placed on hold hang up, and 1 in 3 of those never call back.
-- AT&T Study
- 90% 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.
--Telemarketing 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 Survey
88% of callers prefer on hold messages over silence.
-Cellular Marketing Magazine