Statistics
These are the results of studies performed by 3 of the major telecommunications companies:

AT&T REPORTS:

  • An estimated 70% of business callers are put on hold.
  • An estimated 60% of business callers put on hold 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 silence.
  • Callers with INFORMATION-ON-HOLD will stay on the line for up to 3 minutes longer.

 
US WEST COMMUNICATIONS FOUND THAT "INFORMATION-ON-HOLD" RESULTS IN:

  • A 40% increase in retention of callers-on-hold.
  • A 15% increase in inquiries.
  • A 12% increase in requests for products and services mentioned on-hold.
 

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