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Research Reveals How Much Time We Spend on Hold

HOW LONG DO WE SPEND ON HOLD west PLEASE HOLD IN THAT TIME, WE COULD HAVE ... There's not much to like about waiting on hold. It's boring at best, and downright infuriating at worst. Especially when we learn that we can ENJOYED just over 6 weeks WATCHED LISTENED TRAVELED expect to spend around... to the complete works of 688 to the soccer moon 43 DAYS on holiday! matches! 14 times! (at the same speed as Apollo 11) Beethoven (extra time not included) OF OUR LIFE DOING IT! nearly 47 times! BAD FOR CUSTOMERS, BAD FOR BUSINESS 66% of us will consider switching to a competitor after being kept on hold longer than expected. AND WHAT DO WE EXPECT? 82% be answered in less 62% than 15 minutes. of us expect calls to of us expect calls to be answered in less than 5 minutes. SO HOW ARE COMPANIES ACTUALLY DOING? THE NUMBERS Research shows that more than 70% of business calls are placed on hold for an average of 45 seconds each. That might not sound like much, but it's clearly frustrating us since... A Which? survey found that car insurance companies were fastest to pick up the phone... 5MIN 20мN 60% .while broadband and mobile companies did particularly bad. When placed on hold, 60% of us hang up, and of those of us that end the call, 30% never call back. WAITING TIMES Though some companies, regardless of industry, are answering your calls far faster than others: MOBILE BROADBAND GAS ELECTRICITY HOME INSURANCE BANKING CAR INSURANCE CAR BREAKDOWN Tesco Mobile John Lewis Ovo SSE John Lewis First Direct NFU Mutual Britannia Virgin Mobile Zen Internet Eon Eon NFU Mutual Nationwide LV= Green Flag CONCLUSIONS The fact is, customers today don't just expect good service - WE EXPECT GREAT SERVICE! » We want 1 Agents to have full details of our previous communications with the company. - The option to be called back at a time of our choosing instead of waiting in a queue. - To be connected directly to an agent with expertise on our issue. » We expect - Access to multichannel contact centers (52% of us utilize three or four channels when accessing customer care). - If we have to be put onto hold, we want to hear personalized information (such as a delivery estimates) while we wait. - This matters to us so much that 60% of us are willing to pay more for a better experience and we're happy to switch to a competitor following poor experiences (as 89% of us have done). SOURCES: | | | | we connect. we deliver. west

Research Reveals How Much Time We Spend on Hold

shared by BoomOnline on Jan 16
Overall, shown by research, customers can expect to spend around 43 days of their life on hold. This isn't just bad news for customers, but also businesses. If you like this infographic please feel ...






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