Research by the North American Telecommunications Association shows that 90 percent of customers on silent hold will abandon after 40 seconds. That means that you could lose those customers if they’re not hearing something. Playing music for callers who are on hold will increase the hold time by 30 seconds; however, the type of music played will have an affect on the caller’s perception of delay.
Customers want choices—and offering them options on how their time is used while on hold is key to satisfaction and loyalty. This ICMI special report will take you through 14 steps that will help you to develop effective delay messages that will keep your callers on the line. In addition, the report looks at several key issues involved such as the following:
- When Do Callers Abandon?
- Impact of Delay Messages on Customer Satisfaction
- The Seven Factors of Caller Toleranceli
- Impact of the Queue on Average Handle Times
13 pages, PDF download (requires Adobe Acrobat or Reader)
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