~ On Hold Statistics ~

onholdstats

On Hold Message Statistics:

AT&T REPORTS:

  • An estimated 70% of business phone callers are put on hold.
  • An estimated 60% of business phone callers put on hold will hang up without messages & music on hold.
  • An estimated 30% of these phone callers don’t call back!

A NATIONAL STUDY PUBLISHED BY NORTH AMERICAN TELECOMMUNICATIONS ASSOCIATION REPORTS:

  • Phone callers with SILENCE-ON-HOLD will abandon their phone calls in less than one minute; 90% hang up within 40 seconds.
  • Phone callers with MUSIC ON HOLD will stay on the line 30 seconds longer than with only silence.
  • Phone callers with MESSAGES ON HOLD will stay on the line for up to 3 minutes longer.

US WEST COMMUNICATIONS FOUND THAT MESSAGES ON HOLD RESULTS IN:

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

MORE ON HOLD MESSAGE FACTS:

  • Telemarketing Magazine – “Over 70% of business phone callers are put on hold…”
  • OfficeTeam Survey – “The average executive spends 17 minutes per day on hold…”
  • CNN Survey – “The average person spends 60 hours per year on hold…”
  • CNN Survey – “Without on hold music or messages, 60% of those on hold will hang up and 30% won’t call back…”
  • Cellular Marketing Magazine – “Over 85% of phone callers prefer on hold messages over silence…”
  • Telemarketing Magazine – “Surveys show that 15% to 20% of phone callers make purchases based on information they heard on hold…”
  • “Executives spend 15 minutes a day or 68 hours a year on hold.” – USA Today
  • “41% of American consumers have initiated a purchase over the phone in the last year.” – American Teleservices Association
  • “On average, seven out of ten callers are placed on hold.”  – Inbound/Outbound
  • “94% of all marketing budgets are spent on inducing a customer to call, while only 6% is spent on handling the call once it is received.” – Inbound Telephone Call Center
  • Jefferson Denneandrus, a research firm, found when callers were presented with On Hold Messaging versus silence or a radio commercial they would stay on hold longer, they were more likely to exhibit interest in the product advertised, they were more likely to retain information, and they were less agitated.
  • Survey results found that 88% of callers preferred On Hold Messages to other hold options, and 16% made purchases based on an on hold offer. – MaxiMarketing
  • Callers stay on the line up to 25% longer when provided with On Hold Messaging versus “dead air” or “background music,” and up to 17% longer than radio. – Infomax, Inc.
  • “The average person will spend 1.2 years on hold.” – Woman’s World Magazine
  • “34% of callers who hang up will not call back.” – Voice Response, Inc.