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No winners in mail dispute
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Autumn 2008
A third of callers 'on the brink of ringing off'
Up to 70 per cent of people telephoning call centres are put on hold for 45 to 50 seconds, yet up to 50 per cent of callers will hang up in less than a minute when put on hold. If true, this suggests that a significant proportion of companies using call centres are operating at the outer limits of their callers' patience. The statistics come from research by call recording specialist Retell, which is using the findings to support a drive to promote its range of 'music and announcement on hold' (MOH) players. Its equipment prices start at £180, and all devices come with royalties paid – a sensitive area in this market. The company claims that the system significantly enhances callers' tolerance to delays, and can also encourages them to make a purchase based on an announcement they have heard whilst on hold. 
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