That’s the equivalent of 13 hours per year, or 43 days in a lifetime.
“Being put on hold is a fact of life when you call a customer-service department,” says Edgar Dworksy, founder of ConsumerWorld.org
Luckily, there are ways to get a real person on the line faster. GetHuman.com posted a list of the average wait times for companies like Facebook, Comcast and Bank of America, and gives customers a heads-up on what buttons to press to get re-routed to the right department when they do call. Companies like Dell, AT&T and Citibank use FastCustomer.com, a service that calls the customer back when an assistant becomes available.
However, hold time does not seem to be important to most businesses. Just 4% of companies ranked customer service as the top priority, versus 38% for new investments in products or services, according to a survey released last month by the American Society for Quality; 18% rated information technology as their top priority and 13% listed marketing and advertising.
Read more at MarketWatch