How long hold times affect your customers’ experience (and your bottom line)
If you’re one of those businesses whose hold message includes a version of, “…we’re expecting an unusually high volume of calls…” it’s time to get real. Your customers lost patience in 2021. If you want to make that sale or earn that repeat customer, you need to take hold times seriously.
Hold times are a disruption. For customers, hold times can be an infuriating part of trying to contact a company, whether they want to have a simple question answered or a major issue resolved.