Phone Caller Experience

Phone Caller on hold Experience

Phone Caller Customer Experience Case Study

World-leading Cloud-based On Hold phone technology can report On Hold usage on BroadSoft’s BroadWorks based platforms.

For this example, we chose a US client using our service through BroadWorks,  Hosted PBX, delivered by MetTel.

The end user is a specialist medical consulting group based in New York.

Phone Call Waiting Report for On-hold Messages

Over a 153 business day period, there were-
9782 calls into the business placed on hold or transferred
4655 callers that heard the On Hold audio for 10 seconds or more
2478 minutes that callers heard the business’ audio

70% of buying experiences are based on how the customer feels.

Assuming half of the callers were repeat callers, that’s 2327 callers positively influenced thanks to great On Hold Marketing.

The probability of selling more to an existing customer is 60 – 70%.

There is no easier way to make sure 2327 of your repeat customers know about more of your products and services…

4655 calls, 2478 minutes. That’s a lot of opportunities and a long, long, long time. Think about that the next time you dismiss Messages and Music On Hold as unimportant.

Discuss your on hold phone call waiting customer experience improvement ideas. Reduce business clients’ phone frustration experiences, improve sales and brand marketing options by emailing

Learn more about Hosted Voice by contacting MetTel, (, in the USA or in Australia, Novum Networks, (