Study: CPA Firms Put More Customers on Hold Longer Than National Average

Chris Gaetano
Published Date:
Mar 27, 2017

While the average business will put their customers on hold about 70 percent of the time, CPA firms do so pretty much 100 percent of the time, according to Accounting Today. And when they are on hold, 51 percent of the time they hear only silence, 31 percent of the time they hear generic music, and 14 percent of the time they hear beeps. CPA firms' clients, however, do wait slightly less than average on hold: customers tend to spend about 25.81 seconds on hold, versus the 28.05 second national average. This can carry implications for whether or not a client will stick with a firm, as 59 percent of people said they would not do business with a firm again if their first call was not satisfying. 

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