People hate being put on hold, but what they hate more is being on hold in silence. But how long should you be keeping your customers on-hold? And what’s the optimum time before they simply hang up?
Velaro did a study in 2012 and revealed:
32.3% of callers believed they should never have to wait on-hold
27.6% said they’ll wait on hold for one minute
30.2% said they’ll wait for one to five minutes
9.9% said they’ll wait 5-10 minutes or as long as it takes
The average call centre hold time is estimated at 13 minutes, so when 57% of customers find long hold times to be a frustrating part of the service experience. [HubSpot] obviously, reducing hold times should be the goal, but when you are unable to do that it’s important to have procedures in place to minimise dissatisfied customers. After all, A good customer service experience heavily impacts recommendations. Customers who rate a company’s service as “good” are 38% more likely to recommend that company to friends and family. (Qualtrics XM Institute) and 72% of customers will tell six or more people if they have a satisfying experience. (Esteban Kolsky).
So, we all know that popping your customers on hold is inevitable, just try and keep it to less than 2 minutes, otherwise, you could be losing valuable customers and if you must keep them on-hold, don’t do it in silence!
Check out are FAQ blog for more info on best practices for your on-hold marketing.
About us and this blog
Onhold Studio has been developing custom on hold audio messages for almost two decades! We specialise in audio marketing for both VoIP and conventional telephone systems. Our team can handle every step of the process for you, whether you need music or on hold messaging, call menu options, or out-of-hours audio messages.
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Onhold Studio has been developing custom audio messages for almost two decades! With simple pricing, expert scriptwriting, professional voice talent, and editing and post production, all included as standard. We can provide professional audio for telephone systems, eLearning and tutorials, tv and radio commercials, in-store announcements, videos, presentations and so much more. Get in touch today to find out how we can make your business sound amazing.
Amazing work as always. Extremely professional and excellent quality recordings.
We've used this companies services a few times now and can say they have exceeded our expectations on every occasion the attention to detail is absolutely first class.
It's been a please working with OnHold, a really top-notch service and very professional and efficient. For anyone needing similar services, they would be my first recommendation!
We've worked with Onhold Studio for 2 years, having chosen a contract to produce audio messages for 2 businesses.
Firstly, they were negotiable to adjust the plan to our needs and have been kind to give a good will gesture for something that was out of the contract.
Overall, there is a great choice of voices along with background audio and the team have always produced the on hold messages very quickly. They have been accommodating with our changes at amendment rounds and produced what we were expecting.
Excellent from start to finish.
Brilliant service, very happy with the customer service. They really understand your requirements and try their best to help you as much as possible! Special thanks to Alex for all your help.
Halli at One Dental
first class service from start to finish.
Good at what they do. Happy to help and guide you as needed. Have used a few times now, would certainly recommend.