The Numbers
Surveys supporting On-Hold Infosystems programs and effectiveness.
- The average American business receives 128 calls per day. (1)
- The average business executive spends 60 hours/year on hold. (2)
- The average business executive spends about 9 days on-hold per year. (3)
- On-hold messaging reduces call abandonment by almost 90 percent. (4)
- 88% of callers preferred on hold messages to other options. (5)
- 7 out of 10 business calls go to hold. Average wait 43 sec’s. (1)
- 16-20% of all callers made a purchase based on an on-hold offer. (6)
- Waiting increased more than 250% with on-hold messages. (4)
- 94% of marketing is spent on getting customers to call (7), but only 6% is spent to handle the calls.
- 88% of calls to Ford dealers were placed on-hold or transferred. (8)
- Nationwide Insurance Co. estimates their callers remain holding 130% longer. (1)
- Of all businesses surveyed with voice-mail: 48% of all calls still require operator intervention, 75% of all calls result in no message left, and more than 50% of all messages never receive a reply. (*)
Just 100 calls on-hold per week for :30 seconds each, produces more than 43 hours of targeted advertising yearly! No other advertising delivers like this.
With just two short promotional messages per minute, you will expose your callers to over 5,000 messages per year about your products, and services!
The North American Telecommunications Assoc. Reported:
- Callers subjected to “Silence On-Hold” hang-up the fastest
- Callers hearing music only hold an average 30 seconds longer
- Callers with music + information hold up to 3 minutes longer
US WEST (now Qwest Communications Int. ) Reported:
- On-Hold programming produces a 40% increase in caller retention
- Advertising on-hold will produce a 15% increase in inquiries
- On-hold promotion produces a 12% increase in request for services
Survey sources –
1- AT&T
3–CNN
4-Better Business Marketing
5&6-Maxi-Marketing
7-The Inbound Telephone Call Center
8-Ford Motor Co. Market Research
