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View Diary: Hold on a Moment (21 comments)

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  •  Heh, I actually program the phones for my (2+ / 0-)
    Recommended by:
    Lujane, ladybug53

    work, with one exception the shortest time that music plays for a person waiting in queue is 30 seconds. That one exception is a 15 second time-out, but its on a queue that has so much priority on it that the call always goes to the next person to end their current call.

    •  Why every 30 seconds? (1+ / 0-)
      Recommended by:
      fayea

      Just out of curiosity. what is the real reason why they feel the need to repeat the message more than once?  Do they feel we'll forget we're on hold?

      While thirty seconds is better than 7 seconds, i really don't understand why they feel the need to tell us more than once.  In fact telling us we're on hold multiple times seems kind of insulting.

      •  Different messages I suppose, one of which gives (0+ / 0-)

        you options to transfer. Here's what happens on most of my lines:

        Call comes in
        Thank you for calling, all reps are busy, press 9 if this is an emergency, press 3 to leave a voicemail, blah blah blah.
        30 seconds of music
        Thank you for holding, blah blah blah.
        60 seconds of music
        Rinse and repeat.

        IIRC research shows that people are more likely to continue holding if they hear a voice every now and then than if its continuous music. Personally, I wanted to go with at least two minutes of music, but was overruled.

        Much of the clientele calling my work probably would forget why they're on hold, a lot of them are drunk/high/psychologically unstable. (Mental Health Facility)

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