04 July 2016

Which would you choose: Wait on hold or get your time back?

Written by Nicole Robinson, Posted in Contact Center, ComputerTalk

Which would you choose: Wait on hold or get your time back?

You are spending a day in the park with your family and friends when you suddenly remembered that you needed to call a technical support line. As your call is connected, you are given a choice - listen to music while waiting for the next available agent or go back to hanging out with your loved ones while you wait for a callback. Which would you choose?

A study showed that when offered a choice between a callback and waiting on hold, 2/3 of those surveyed preferred callbacks. 

callback call centerThe same study showed that of the people who would prefer a callback over another option (for example waiting on the line and listening to music), 40% prefer receiving a callback within 30 minutes and 25% do not have a preference – they just want to avoid having to wait on the line.

 

callback preferenceDo you find this surprising?

If you have any questions or comments about this study, feel free to leave that in the comment section below or message us at www.computer-talk.com/contact-us.

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About the Author

Nicole Robinson