What I’m Like on Hold for Hours… #HoldNoMore
HoldNoMore.org sponsored this blog post. The opinions and text are all mine.
It happened again.
I was on hold f o r e v e r. Finally, the call was transferring to a real person except it didnt. The line went dead.
This has happened to me more times than I want to remember.
Its a sure way to raise my ire. I feel like ranting and raving about all of my time they just wasted but who is there to listen to me? Usually I just feel demoralized and hang up. It makes me feel like I never want to deal with that company again. But sometimes you have to. Like when its your bank and you think youre reaching someone with answers then realize they dont even have real people working before or after 8am-6pm. Am I supposed to be on hold for 10 hours until someone with flesh and blood comes in to work at 8am?
I know Im not the only one this has happened to. Finally there might be something we can do about it. Hold No More is making it their business to amplify the voice of the frustrated masses (count me in!) with the intention of affecting the way companies treat customers on call lines. Lets demand: No more waiting on hold!
Look, I appreciate that companies spend a collective trillions of dollars to make the 1-800 number available to consumersbut its not working. Why dont they use those allotted dollars to change customer service in a way that really serves?
Companies should be respecting customers concerns in a timely way. Statistics say that 86% of consumers say they are put on hold every time they call a business. 71% of consumers are highly annoyed when they dont connect with a live customer service agent. According to Lee Resources, 80% of companies say they deliver superior customer service. Only 8% of people agree with these same companies. Frost reports that although 270 billion customer service calls are handled annually, roughly 50% are unresolved! Sounds like a disconnect to me! Doesnt it seem like consumers and companies would benefit from a new way of communicating? Its time to end the 800 number. Alternatives might include texting, reliable online support, or how about this: real human interaction?
Make your voice heard by showing your face! Illustrate your frustration with the current on hold practices by uploading a selfie on facebook, twitter, or Instagram with the hashtag #holdnomore.
Never hear a recorded Were unable to answer your question. Please call xxx-xxx-xxxx to speak to a representative, or We’re sorry, but we’re experiencing unusually heavy call volumes. You can hold or try back at another time again. Never again have your phone call lost in space after youve spent a massive amount of time waiting. NO MORE WAITING ON HOLD!
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