Telephone On Hold Statistics

MOH Fact Books

On Hold Surveys, Studies & Facts

• Customers left on-hold without any background music felt that a 30-second on-hold call actually lasted 90 seconds. Furthermore, customers thought a 30-second on-hold call that used music-on-hold lasted only 15 seconds. - AT&T Survey

• Executives spend 15 minutes a day or 60 hours per year on-hold. - USA Today

• The average hold time is 38 seconds. - Electronic Distribution Today

• 88% of callers preferred on-hold messages to other hold options, and 16 - 20% made a purchase based on an on-hold offer. - Stan Rapp and Tom Collins of Maximarketing

• On average 7 out of 10 business callers are placed on-hold. - Inbound/Outbound

• One study found that of the 8 - 15% of a company's customer base is lost each year, 68% is due to indifferent or negative phone treatment. - Oren Harari of The Tom Peters Group

• Studies show that after an average of 1 minute and 55 seconds of hold time most callers hang up annoyed - 34% of those callers who hang up will not call back. - Small Business Chronicle

• 88% of callers surveyed want to hear product information on-hold and will stay on the line longer if provided with this information - roughly 20% said that they have purchased additional products based on information they heard while on-hold. - Sales & Marketing Management

• 41% of American consumers have initiated a purchase over the phone in the last year. - American Teleservices Association

• 94% of all marketing budgets are spent on inducing a customer to call, while only 6% is spent on handling the call once it is received." - Inbound Telephone Call Center

• Jefferson Denneandrus, a research firm, found when callers were presented with On Hold Messaging versus silence or a radio commercial they would stay on hold longer, they were more likely to exhibit interest in the product advertised, they were more likely to retain information, and they were less agitated.

• Callers stay on the line up to 25% longer when provided with On Hold Messaging versus "dead air" or "background music," and up to 17% longer than radio. - Infomax, Inc.

• The average person will spend 1.2 years on hold. - Woman’s World Magazine

• 34% of callers who hang up will not call back. - Voice Response, Inc.

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