Facts You Should Know

  • 18% of callers surveyed actually made a purchase based on an offer they heard on hold.
  • - Stan Rapp & Tom Collins of Maxi-Marketing

  • A 12% increase in requests specifically for products mentioned on hold.
  • - U.S. West Communications (Quest)

  • Callers who hear information while on hold will stay on the line up to three times longer than with silence.
  • - North American Telecom

  • 60% of callers placed on hold with silence for longer than 40 seconds hang up. 34% of those callers will not call back.
  • - Voice Response Magazine

  • A study was conducted with two groups of 10,000 people to see how they reacted to different options on hold. Results in the first group (silence) found 82% of the people placed on hold hung up before one minute. The second group (information) had a hang up rate of only 2%.
  • - USA Business Telephone Today