How long is reasonable to be put on hold for?
I called my account manager at one of our suppliers today and when the phone was answered i heard
“Hello, company x, i’ll be with you in a minute” and i was put on hold
I understand that i’m not the only customer in the world so i sit patiently listening to the hold music.
13 minutes later i decide to hang up (even though i felt like i was being rude)
I called back ten minutes later and i was dealt with straight away
I called for a third time and i got put on hold again.
After six minutes i hung up, so my “internal waiting threshold” was cut in half
If i ring enough times will i just put the phone down as soon as the call is picked up? 🙂
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Andy Parkes is Technical Director at Coventry based IT support company IBIT Solutions. Formerly, coordinator of AMITPRO and Microsoft Partner Area Lead for 2012-2013. He also isn't a fan of describing himself in the third person.
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I recently called my car insurance company to renew my policy. The renewal number sent me to a call centre in the US, they then transferred me to customer services in India and finally when I complained I got spoke to a guy in the UK!
45 minutes in the end…