If you’re not a student of inbound telephone call statistics, you may not be aware that every business day, many phone calls are terminated before the sale or transaction is made because callers don’t like to wait on hold in silence…and they hang-up!

Ok, there may be other reasons why people hang up early.  Maybe their tea-pot started whistling, or the baby cried, or the dog was eating their homework…but much of the time, it’s because the caller felt like their On Hold experience was not up to par with their expectation of customer service. 

That is to say that their perception of the time in waiting was too long…

…and their response is to disconnect or hang-up, terminating the sale or transaction

…and possibly the relationship present and future.

Enter Albert Einstein and his Theory of Relativity, commonly expressed as E=mc² .

This, thankfully, for the rest of us, has also been expressed like this:

“When you sit with a nice girl for two minutes, it seems like two seconds.

             Put your hand on a hot stove for two seconds, it seems like two minutes.

                         That’s relativity.”

The way your callers perceive their elapsed time On Hold is relative.

- A pleasant On Hold experience will be perceived as a less time than actual

- An unpleasant On Hold experience will be perceived as more time than           actual. (Ouch!)                                                                                                  

Making an On Hold experience more painful than it needs to be is simply wrong…and bad for business…especially when there are intelligent, proven, and cost effective methods to cause On Hold time to be perceived as shorter than it actually is.

Want to create a more pleasant On Hold experience that’s seems shorter rather than longer ?  Get in touch with a real studio specializing in On Hold message creation, preferably a member of the On Hold Messaging Association.