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Research
USA
Business Telephone Today conducted a survey to determine the effects
of putting callers 'on hold'. the people surveyed were routine callers,
seeking information from the USA Business Telephone Today centre in Washington
D.C.
Conditions:
A total of 30,000 callers were placed on hold.
three groups of 10,000 callers each were placed on hold for one minute
under various conditions; each call was then answered with the same message:
"thank you for waiting. would you mind telling me how long you had
to wait on hold?
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Results:
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Group
1.
10,000 callers were placed on hold, for one minute, in silence. |
- 52%
of the callers had dropped off the line.
- 27%
estimated the on hold time exceeded 5 minutes.
- 18%
estimated the on hold time exceeded 3 minutes.
- 03%
estimated the on hold time exceeded 1 minute.
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Group
2.
10,000 callers were placed on hold, for one minute,
listening to music. |
- 13%
of the callers had dropped off the line.
- 56%
estimated the on hold time was less than 1 minute.
- 28%
estimated the on hold time exceeded 1 minute.
- 03%
estimated the on hold time exceeded 2 minutes.
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Group
3.
10,000 callers were placed on hold, for 1 minute,
listening to information, interspersed with music. |
- 02%
of the callers had dropped off the line.
- 81%
estimated the on hold time was less than 1 minute.
- 16%
estimated the on hold time exceeded 1 minute.
- 01%
estimated the on hold time exceeded 2 minutes.
Extracted
from "USA Business Telephone Today."
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