This compares unfavourably to the UK average of 33.48 seconds. Previous research has shown that 90% of callers will hang up within 40 seconds if forced to listen to silence while on hold.
“These results represent a significant challenge for foodservice and catering companies and could pose a serious threat to profitability,” said PH Media Group sales and marketing director Mark Williamson. “Callers are simply unwilling to wait on the end of the line while subjected to silence, muzak or beeps, so firms are putting themselves at serious risk of losing business.
“Good call handling is often overlooked as a key sales and marketing tool, but the telephone still acts as an important touchpoint and first impressions count. If each caller enjoys a positive experience, customer service standards will go through the roof.”
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