Most business owners and management can attest to the countless hours they spend on hold trying to talk to someone and hopefully solve some sort of issue. According to a study by ResearchNOW the average time we spend on hold throughout our lives add up 43 days. Unfortunately, some issues or questions, require talking to somebody and in most cases that requires long hold times and multiple department transfers to find out that you may not be able to resolve the issue or find what you were looking for.
There are several companies dedicated to consumers keeping track of hold times and getting answers quickly and they are gaining traction. TalkTo.com is trailblazing an approach that allows consumers to ask questions through mobile apps and get answers without having to pick up the phone. The truth is that most of us want and sometimes need answers on demand and do not have time to waste on hold.
If you absolutely must pick up the phone to get an answer, another consumer advocate, GetHuman.com, allows for you to find the best number to call and the expected average hold time reported by recent callers.
Surprisingly, it seems most of us still do not make buying decisions based on our expected future “hold times” for customer service and support. That may be changing as new tools make it easier for us to find what we are looking for even if that ends up “elsewhere”. After all “time is money”.... I wonder who will be the first to offer to pay you for the amount of time it takes to get simply get a hold of someone?
If you are a VoiceOnyx customer then you already have been given back a couple of those 43 days of your life. VoiceOnyx has maintained an average hold time of less then 120 seconds since 2006.