Even with the largest, best-trained
staff and the most advanced technology, it is hard to avoid
putting callers on hold. Being on hold is unproductive to the
caller; it compounds caller anxiety and breeds resentment or
irritation. Statistics show that more than 50% of the callers
put on hold listening to bad music for a minute or more hang up!
On-hold messaging gives you a chance to reduce instances of
callers hanging up or getting irritated with carefully developed
custom promotions, cycling `infotainment' broadcasts and other
material that will keep them waiting patiently (and maybe build
some brand-awareness or sales interest in the process). While
this is not a substitute for quick & cheerful service, on hold
messaging at least gives you a fighting chance to keep your
clients on the line.