According to the latest study conducted by global research consultancy TNS, 45% of British consumers are willing to wait on hold for over a minute on the phone to businesses.
The study, that involved 1000 consumers, found that women are considered more patient than men – over 50% of women were prepared to wait on hold compared to 38% of men.
Research also revealed that only 38% of those aged 55 to 64 years old would wait more than a minute on the phone, compared to nearly 50% of 35-40 years olds.
Geographical location also has a contributing factor with Scottish callers being the most patient, and Londoners being the least willing to spend more than a minute on hold.
This being said, the study does reveal that the majority of British consumers are still not happy about being kept on hold for a long period. Whether it is a couple of seconds or a few minutes, customers being put on hold can result in reduced customer satisfaction.
One way to compact this problem is by hiring more staff…however this can be costly.
See mplsystems’ Website