Group 2
"Music Only" for one (1) minute
10,000 callers on-hold for 1 minute
- 13% of callers dropped off the line
- 56% estimated their "hold time" was less than 1 minute
- 28% estimated their "hold time" exceeded 1 minute
- 3% estimated their "hold time" exceeded 2 minutes
Group 1
"Dead Air" for one (1) minute
10,000 callers on-hold for 1 minute
- 52% of callers dropped off the line
- 27% estimated their "hold time" exceeded 5 minutes
- 18% estimated their "hold time" exceeded 3 minutes
- 3% estimated their "hold time" exceeded 1 minute
USA Business Telephone Today conducted a survey to determine the effects of putting callers 'on-hold'. The callers surveyed were routine callers seeking information from the USA Business Telephone Today Center in Washington, D.C. A total of 30,000 callers were placed 'on-hold' for one (1) minute under various conditions; each call was then answered with the same message, "Thank you for waiting. Would you mind telling me how long you had to wait on 'on-hold'?"
Survey Results
Group 3
"Message and Music" on-hold
for one (1) minute
10,000 callers on-hold for 1 minute
- 2% of callers dropped off the line
- 81% estimated their "hold time" was less than 1 minute
- 16% estimated their "hold time" exceeded 1 minute
- 3% estimated their "hold time" exceeded 2 minutes
ON HOLD:32 2301 Stonehenge Drive, Suite 203, Raleigh, NC 27615
Phone: (919) 847-5432Fax: (919) 847-6861
Phone: (919) 847-5432Fax: (919) 847-6861
919.847.5432
