I was wondering if there are any current studies on Call On Hold messages. Today I had to call 3 different companies that put me on hold, with all of the experiences ranging from bad to nauseating, so I was wondering how is that possible? Isn't there a set of standards for this? Right off the bat I could think many improvements. Back in another life when I was Marketing Manager for an important bank, we used "on hold" as advertisement chances, we had some slight knowledge about the use of music, and simple stuff like that. And I'm talking almost 20 years ago!
So, maybe it was just my bad luck (although in my country is probably lack of effort or "the man"), but these were 3 of the biggest companies in South America, one of them from Europe, so it looks like something widespread.
So this triggered my curiosity in a great way. My questions are:
- are there any studies on usability for "on hold", waiting calls, incoming calls and such ?
- any CREDIBLE study about using these time spaces for advertising?
- any studies about repetition of music in these messages?
Of course these studies could be specific or general, just anything that helps me understand what's going on in this area