the importance of our telephone

Research indicates that 52% of callers hang up when placed on hold and experience one minute of silence; 13 % hang up when music is played; 2% when there is a spoken message. Those who had music felt they were on hold for a shorter time, but those in silence felt the minute was more like five minutes. The British Henley Centre research report concluded: "During our research, we found that 86% of people said if they experienced one badly handled call, they would rather not deal with that organization again.