“I found it oddly comforting to peruse the site’s tweets and share other people’s misery. Being ignored and treated like dirt by a big company is usually a private hassle. OnHoldWith.com reminds you that we’re all in this together — and that there are ways to make your voice heard.” – David Lazarus, Contact Reporter
“Call center wait times can be guarded corporate secrets, but social media have given everyone an outlet and in the process a window into who’s complaining about whom.” – Shirley Leung, Globe Columnist
“Onholdwith.com’s own Twitter feed trumpets brands that are receiving high complaint volumes to thousands more across the web. This tactic can lead to a “piling on” effect where more people, who otherwise wouldn’t mention a small issue…” – David LaBatt, Social Media Writer
“Consumers are reporting 45 minutes on hold with a national department store, 30 minutes stuck waiting for a large cable company, 53 minutes in Muzak purgatory with a cell phone provider. The magnitude of the problem is apparent by the speed at which the complaints scroll past.” – Tom Hudson, Writer
“…when she and her husband, Marty, changed their internet to AT&T, he almost went crazy. It was a six-month drama. Recently they wanted to make a change in their service but, she said, Marty is still so traumatized that they don’t dare.” – Delia Ephron, Op-Ed Contributor
“How well a company does in complaint handling can be the difference between whether a consumer returns to purchase from the same company in the future or defects to a competitor.” – Forrest Morgeson, American Customer Satisfaction Index
A new study suggests that over a lifetime, we will spend a total of 43 days on hold. Complaints are flooding social media and a telecom company has collected millions of them…
The awards program recognizes contact centers who deliver superior customer experiences and who are dedicated to reducing hold time. Companies were selected based on the total amount of customer hold time saved using Fonolo call-backs.
OnHoldWith provides a public service so that people can air their complaints and companies can see how much goodwill they are losing from customers. Additionally, reporters, analysts, bloggers, and others can use this data to shed light on the problem.
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