Study: Music On Hold and Customer Satisfaction
A 2006 study by Georgia State University’s J. Mack Robinson College of Business explored the impact of on hold music on customer satisfaction… specifically, if people like the music they hear, do they believe their wait time is shorter? The study was published in
Hold On For A Few Minutes
According to Telemarketing Magazine, one in five respondents makes a purchase or decision based on information they hear while on hold. US West data says providing information on hold results in a 15 percent increase in inquiries and a 12 percent increase for requests
On Hold Statistics
USA BUSINESS TELEPHONE TODAY in Washington, D.C. conducted a survey to determine the effects of putting callers “on-hold.” The callers surveyed were routine callers seeking information. A total of 30,000 callers were placed “on-hold” for one minute under various conditions. Each call was then