More and more, organizations are becoming aware of the need to have a complete marketing campaign. At the same time, companies are cutting costs and trying to do more with less human capital. As a result, your customers are spending more and more of their precious time on hold. Recent studies confirm the importance of an effective On Hold Marketing Program:

AT&T Study

• More than 70% of business calls are placed on hold for an average of 45 to 60 seconds each. Sixty percent of the callers placed on hold hang up, and 30% of those who hang up never call back.
• Ninety-four percent 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 Study

• Callers with silence on hold will abandon their calls in less than one minute. Ninety percent hang up within 40 seconds.
• Callers with music on hold will stay on the line 30 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.
  

 

More Facts

Office Team Survey

• The average executive spends 17 minutes per day on hold.

CNN Survey

• Callers with silence on hold will abandon their calls in less than one minute. Ninety percent hang up within 40 seconds.
• Callers with music on hold will stay on the line 30 seconds longer than with silence.
• Callers with information on hold will stay on the line for up to three minutes longer.

Cellular Marketing Magazine

• Over 85% of callers prefer on hold messages over silence.

Telemarketing Magazine Survey

• One in every five respondents made a purchase or a decision based on information they heard while on hold.

 

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