Creating Experiences » Research, Facts & News


Did you know that…

  • Customers left on-hold without any background music felt that a 30 second on-hold call actually lasted 90 seconds, whilst customers thought a 30 second on-hold call that uses On Hold marketing lasted only 15 seconds. – AT & T Survey
  • Business executives spend 15 minutes a day or 60 hours per year on-hold
  • 80% of business callers are placed on hold?
  • 60% of on hold callers hang up if they experience silence and 35% never call back
  • callers with information and music on hold will stay on the line for up to 3 minutes longer
  • IVR scripts should be short, clear and precise. Formal pleasantries only bring boredom
  • Apologetic notions should not be made in an IVR script. Is never your fault when callers make a wrong entry …

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