Why Answer the Call/On hold marketing?
On average, 7 out of 10 callers are placed on-hold. A Message On Hold system can reduce caller hang-ups by almost 79%. The average hold time is 30 seconds and the average executive will spend over 60 hours a year on hold. Research clearly shows that callers stay on-hold up to 25% longer when listening to Messages On Hold. Of the callers who hang up while on-hold, 34% will not call back. In one study, 88% of callers preferred Messages On Hold to other options. 16-20% of callers made a purchase based on an offer they heard from an "on-hold" advertisement. While 94% of the average marketing budget is spent on enticing people to call a business, only 6% is spent on handling calls once they are received.
Sources: Inbound/Outbound. OHM Marketing Systems, Infomax Inc, Voice Response Inc. Voice Response Inc. Voice Response Inc.
On Hold Statistics:
Research and Studies of On Hold Messaging
"Executives spend 15 minutes a day or 68 hours a year on hold." - USA Today
72% of first time callers who hang up will go shop your competition – Sales & Marketing Management Magazine
After only 58 seconds of silence the average caller perceives they have been on–hold for 2-3 minutes – Independent Research
"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.
85 to 88 percent of callers prefer on-hold messages to silence - (Cellular Marketing Magazine, and Teleconnect Magazine, respectively)