OHM in The News

Customer Think
Good customer service is a critical part of customer satisfaction and retention. A bad customer-service experience could mean more than a single lost sale. It could cost you many potential customers. Americans say they tell an average of nine people about good experiences, and nearly twice as many (16 people) about poor ones, according to an American Express survey.
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Houston Cronicle
A CNN survey's findings show that 70 percent of callers who are on hold in silence hang up within 60 seconds; of them, 35 percent won't call back. On-hold messages allow a company to market to the caller while keeping her on the line. At H2H Media Group we can use on-hold messaging to tell customers about a new service or feature. Once connected to a live person, the caller is ready to ask questions.
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Call Center Helper
OHM can represent your brand. By aligning the music played to callers on hold with the music used in the company’s ongoing television or radio advertising spots, promotional messages can be reinforced and the brand image strengthened. All firms should think about the music they want to represent their brand. OHM may be the first thing a potential customer hears when calling a company.
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OHM Statistics

Life or Death

60% of callers won't do business with a company again if their first call isn't handled correctly.

Bullseye

73% of all callers believe a company sounds more professional if they use bespoke music and voice messaging.

Standout

67% of all customers feel more valued if they hear bespoke music and voice messages on-hold.

Example of Poor OHM By Industry

Poor on hold messaging can have devastating consequences for business.

Nova Scotians share tales of frustration from being put on hold
Veteran says he was repeatedly put on hold by veterans' suicide hotline
Customer blasts BT after he's left on hold for 14 HOURS while trying to cancel broadband package

Data on OHM proves on hold effectiveness

Recent studies conducted by some of the leading experts on on hold provides overwhelming support for on hold messaging. Click the search icon on the photos below and see what companies like AT&T, North American Telecom, US West Communications, Office Team, CNN, Cellular Marketing Magazine, and Telemarketing Magazine are saying on this topic.
AT&T - 90% of callers left on silence will hang up within 40 seconds.
North American Telecom – Callers with silence on hold will abandon their calls in less than one minute. 90% hang up within forty seconds. – Callers with music on hold will stay on the line thirty seconds longer than with silence. – Callers with information on hold will stay on the line for up to three minutes longer.
 US West Communications Study – Providing information on hold results in a 40% increase in retention of callers on hold… a 15% increase in inquiries… a 12% direct increase in requests for products and services mentioned on hold.
 US West Communications Study – Providing information on hold results in a 40% increase in retention of callers on hold… a 15% increase in inquiries… a 12% direct increase in requests for products and services mentioned on hold.
Office Team Survey – The average executive spends 17 minutes per day on hold.
CNN – The average person spends 60 hours per year on hold. 55 seconds is the national average hold time for companies with more than two telephone lines.
Cellular Marketing Magazine – Over 85% of callers prefer on hold messages over silence.
Telemarketing Magazine Survey – 1 in 5 respondents made a purchase or a decision based on information they heard

OHM Statistic You Need to Know

7 Eye-Opening Statistics That Will Make You Rethink Your Message On Hold

70% of customers are left on hold for more than 45 seconds
60% of the callers placed on hold hang up, and 30% of those that hang up never call back.
94% of advertising budgets are spent to induce a call and only 6% is spent to handle the call once it comes in.
How effective is your message on hold?

About

Happy 2 Hold Media Group LLC is an industry leader in on hold messaging, on hold marketing, and acoustic branding. Give us a call, and ask us for your free slot today. We make bespoke message on hold productions, voice mails, greetings, recordings, voice on hold, hold button, and brand music tracks for SMB's and the Fortune 500.

Note: H2H - we make your callers "Happy 2 Hold.™"