Reply to post: Re: "Hold" doesn't have to mean Purgatory

IT firms guilty of blasting customers with soul-numbing canned music

Doctor Syntax Silver badge

Re: "Hold" doesn't have to mean Purgatory

"I do my best to make HOLD a pleasant or neutral experience."

Hold is not an experience anyone wants. They want someone to answer the phone. If there aren't enough people to answer the phone quickly the hold queue will grow until it equilibrates; as it grows longer more people will abandon their calls and eventually the rate of drop out plus the rate of answer equals the number of new calls. And every dropped call means a customer or potential customer that your precious company has pissed off.

Your company might want short messages on your hold track, your callers don't, they just want their calls answered.

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