Why Music and Messages On Hold?

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..."

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