|
Telephone On-Hold Statistics
Results of studies performed by 3 of the major
telecommunication 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 with only 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:
- 40% increase in retention of callers on-hold
- 15% increase in inquiries
- 12% increase in requests for products and services mentioned on-hold
MORE ON-HOLD FACTS:
- Telemarketing Magazine - "Over 70% of business 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 music or messages, 60% of those on-hold will hang up and 30% won't call back..."
- Cellular Marketing Magazine - "Over 85% of callers prefer on-hold messages over silence..."
- Telemarketing Magazine - "Surveys show that 15% to 20% of callers make purchases based on information they heard on-hold..."
|
