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Countdown: Top 25 worst hold time offenders of 2016

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OnHoldWith.com scans Twitter for messages from people waiting on hold and categorizes them in real-time by company and industry.

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Countdown: Top 25 worst hold time offenders of 2016

  1. 1. TOP 25 WORST HOLD TIME OFFENDERS OF 2016 @ onholdw ith 
  2. 2. Businesses Businesses  LOSE LOSE  CUSTOMERSCUSTOMERS every day by every day by  putting them on putting them on  hold!hold!
  3. 3. say “just ONE unpleasant  contact center experience  is  likely to make me take  my business elsewhere.” 76%
  4. 4. #25 “@AmazonHelp  After spending over an  hour on live chat & now 18 (& counting)  minutes on hold on phone, clear that  Amazon will not do refunds.” “Still on hold with @AmazonHelp I wonder  if they know I am becoming more and  more enraged with each passing minute?  #livetweet” “Just spent 30 minutes on hold with  Amazon with no resolution. I have been a  prime member for a decade. That's about  to end. @AmazonHelp”
  5. 5. “Can't tell if I'm more stressed from waiting  for election resultsor being on hold with  Time Warner Cable for 40 minutes.” “Currently #onholdwith @twc - 3rd call  attempting to get *new* service. Not a  great start to our relationship. #custserv” “@TWC should I call customer service,  wait on hold for 20 minutes so you can tell  me to unplug it and then plug it back in?” #24
  6. 6. “@AskCiti Citi call center NEVER  connects. Customers made to wait for 20+  minutes on hold on average. Pathetic  service #fail @bahushrut” “@Citi you lost another customer. On hold  for 45 mins due to security breach. New  card ordered Friday. Sunday and card  never ordered.” “@AskCiti @onholdwith Now I am seven  calls and nearly three hours into this  disaster. I just need someone to help me.  PLEASE!! #byebyeciti” #23
  7. 7. “@TicketmasterCS I've just been on hold  for 20 minutes can you confirm how long  the wait is at the moment to speak to  someone?” “I will never use @Ticketmaster ever  again. Not only was the operator  extremely rude but being put on hold for  40 minutes is unbelievable.” “@Ticketmaster You have the WORST  customer service line! 45 minutes on hold  3 days straight and "you are next in line."  the whole time.” #22
  8. 8. “I'm in #pizza hell ... Seven minutes on hold trying to contact local @dominos store to check my order. Did they go out of business?” “@dominos my pizza is 2 hrs and 45 min late and I've been on hold for 5 min trying to call the store. IM HUNGRY ”� “Not happy with @dominos right now. The app made my order a future 1, call to fix it and on hold for 20 mins to be told they out of cheese ”� #21
  9. 9. 35% of inquiries that begin through other channels eventually escalate to voice.
  10. 10. “Apparently @UPS released my package  to someone without ID and then kept me  on hold for over an hour yesterday...so  thanks for that @UPSHelp” “@UPSHelp On hold for an hour, for a  package I never received notice for, but my  name wasn't in the building directory. I'm  the first name.” “@UPSHelp you charged me $50 for my  deceased grandmother's dishes and $30  for an urn for my cat. I waited on hold for a  half an hour twice.” #20
  11. 11. “On hold for 40 minutes waiting for a Telus  rep to answer..get it together  @TELUSsupport ..where was the call back  option? ” “Been on hold with @TELUSsupport  billing for 45 mins now. Would sure like to  go to the bathroom and maybe get lunch.  Do better @TELUS” “@TELUS been on hold for 40 minutes, 30  minutes this morning & I sent an email  yesterday - what does it take to get in  touch w/ your team?” #19
  12. 12. #18 “@BestBuySupport Lost order, yesterday  on hold for an hour, call Dropped no call  back. Called today 30 mins on hold, call  dropped. HELP PLZ” “@BestBuy Is there any way to chat or  email customer service? I've tried calling  the past 2 days and don't want to wait on  hold for an hour.” “@BestBuySupport It's a little complicated  to explain in 140 characters. Being on hold  for an hour allowed me to file my BBB  complaint tho.”
  13. 13. #17 “On hold with the DMV & my wait time is 2  hours. If I stick this out can it alone make  today a success & release me of all adult  duties?” “Dealing with the DMV is so aggravating.  Their website doesn't work so they want  you to call, where you're on hold for at  least half an hour.” “If I write an ironic song called I LOVE  BEING ON HOLD WITH THE DMV, do you  think they would use it as their hold music.”
  14. 14. #16 “@AmericanAir on hold for 45 minutes and  told "I cannot provide any answers" flight  AA116. Delayed for 48 hours. So much for  customer service.” “In time on hold with @AmericanAir walked  over and bought ticket on united, got thru  security, drank a beer.” “@AmericanAir on hold with you RN  because you cancelled my flight? Do you  make a habit of stranding ppl 3000 miles  from home?”
  15. 15. Source: Consumer Reports What Customer Service Problems Cause the Most Frustration? Scale 0-10, with 10 being the most annoying.
  16. 16. #15 “Nothing like that holiday feeling of being  stuck on hold with @directtv -- I can feel  the seasons spirit running through my  veins as I wait.” “Just trying to cancel my  @DIRECTVService but I've been on hold  for over an hour. Seems like a "cancel my  account" button online would do.” “@DIRECTV @DIRECTVService don't tell  me to use your website for help and then  have your website say I have to call. 24  minutes on hold now!!”
  17. 17. “Wow @TMobile on hold for almost an hour  with an issue, then hung up on when I  finally get through.. Think I'm over it after  almost 10 years.” “@TMobileHelp so overcharged me 200$  was suppose to be transfer to supervisor  left on hold for 52 minutes hung up on  twice good job see ya.” “@TMobileHelp Been on hold for an hour  with customer service, then I get  disconnected.....Going to AT&T in the  morning.” #14
  18. 18. #13 “@IKEAUSAHelp On hold with your Atlanta  store for 30 minutes. You NEED better  customer service. I'll give 5 more minutes,  then look elsewhere.” “@IKEAUSAHelp Six calls, two tweets, two  DMs, one email, 45+ minutes on hold and  $40. Returning something shouldn't be this  hard.” “That's it. Not buying in @IKEAUSA again.  Two hours on hold and my furniture will be  sent more than one week after I scheduled the delivery.”
  19. 19. #12 “After sitting on hold for 20 minutes with no help to use my own account, it's really easy to remember why I never use @AskPayPal” “@PayPal I've just waited on hold for 20 mins.. how much has this cost me..?! It would be easier to email in. This calling service is **thumbs down**.” “@AskPayPal please call and be on hold for an hour. NO THANKS!! Tell your customers about the issues known instead of excuses. BAD BANKING!”
  20. 20. #11 “Dealing with @Expedia has been an absolute nightmare tonight. We've been on hold for over 2 hours at this point... Book elsewhere people.” “@Expedia "We can't call you after overcharging your acct. You must wait on hold for hours." Warn your viewers @WFSBnews and @NBCConnecticut” “@Expedia 30 minutes and no response to DM. Now entering 2nd hour on hold with customer service. Getting stonewalled on 2 different mediums.”
  21. 21. 63% of customers prefer getting a call-back to waiting on hold.
  22. 22. #10 “Was on hold with @ATT @ATTCares for an HOUR and still no resolution. 10+ yrs of loyalty and feel more like a burden than a priority. ☹ ” “@ATT you customer service line is going to make me leave. I call, explain my issue, on hold for 45 min and call drops, repeat.” “@ATT more than doubling our business rates after 1 year. Been on hold for agent 2+ hours. Time to go shopping for a new carrier.”
  23. 23. #9 “@realDonaldTrump First swamp needs draining is IRS. Already spent 58 minutes on hold to rectify an IRS error, still no answer. Inexcusable!!” “Hey @IRSnews I've been on hold for 30 minutes, whatcha doin over there? Hopefully finishing up @realDonaldTrump 's tax audit! #humor” “One thing I want from #TrumpsAmerica a deduction for time spent on hold with the #IRS #FAIL”
  24. 24. #8 “@DeltaAssist #onholdwith with a 2-hour hold warning. I missed my International flight home for the holidays and need help rescheduling.” “@Delta on hold for 20 minutes w/ customer care. Can you call me when they are free to talk? 20 min hold is terrible #consumerexperience” “I've been on hold with @delta for 106 minutes and no end in sight. Some airlines have a callback service. This is ridiculous.”
  25. 25. #7 “Delays, smelly aircraft, bad customer service and customer service hangs up on me after 20 minutes on hold? @united Furious” “Took a chance on @united. Plane delayed 5 hours w/ no explanation. No gate agent. No food. Been on hold with united for 45 min. #neveragain” “When @united cancels your flight and gives you zero hotel accommodations, and keep you on hold for 20 minutes. Thanks for nothing.”
  26. 26. “@SouthwestAir on hold for over 45 min? What happened to call back service?” “@SouthwestAir Why can't I check in online? I've been on hold for 30 minutes (never given the callback option) What gives? ”� “@SouthwestAir Hey SW, super bummed that I have been on hold for over an hour for an issue that can be dealt with on Twitter DM.” #6
  27. 27. FreeeBook Get Your Copy
  28. 28. #5 “@sprintcare putting me on hold for 30+  mins after I asked to cancel my service  won't change the outcome but I'll tell more  people why I left.” “@sprintcare wow still waiting another hour  of a total of 7 hours on hold or talking to  someone at sprint https://t.co/8RgscKnwTf” “@sprintcare 45 minutes on hold, really?  Biggest issue with this company is the  customer support number. Get it fixed  @sprint”
  29. 29. “On hold with Comcast. I went ahead and pre-heated my oven to stick my head in as the conversation and incompetence builds.” “@comcast - After two and half hours on hold, the "you're call is important" message is very definition of irony.” “Today is my only day off this week and I've wasted my entire morning on hold with Comcast soooo I feel like they owe me a new day off.” #4
  30. 30. “I also don’t understand why @BofA_Help stopped providing online support. Who has time to wait on hold for 30 minutes just to be lied to?” “@BankofAmerica My acct was debited to the tune of $7500+ On hold with you over 30 MINUTES to try & report PLEASE PROVIDE A # SOMEONE ANSWERS.” “I didn't even talk on the phone with my 7th grade boyfriends as long as I've been on hold with @BankofAmerica �” #3
  31. 31. #2 “@VZWSupport I give up. I hope I can get a decent deal another day - been a customer for 10+ years. Can't sit on hold for more than 2 hours.” “#ThingsIWouldRatherDo than be #onholdwith @verizon have to parallel park a hummer at the peak of traffic with everyone watching.” “Took a full shower, folded all clean laundry, and finely sipped 3 cups of coffee while on hold with Verizon today.”
  32. 32. #1 “Whilst on hold with Apple Care, they played "Should I Stay Or Should I Go" which was ironic as I was inches away from hangin the *bleep* up.” “@Apple @AppleSupport AND THEN I CALLED BACK AND WAS ON HOLD FOR ANOTHER 35 MINUTES AND THE REP TOLD ME TO TRY HARDER. THANKS @Apple” “On hold with Apple. ‘The Waiting’ is the hold music. Hand to heart. This is happening. The most happy / enraged I’ve ever been, lol.”
  33. 33. Top 25 Worst Companies to Call in 2016 1. Apple 2. Verizon 3. Bank of America 4. Comcast 5. Sprint 6. Southwest Airlines 7. United Airlines 8. Delta Airlines 9. IRS 10. AT&T 11. Expedia 12. PayPal 13. Ikea 14. T-Mobile 15. DirecTV 16. American Airlines 17. DMV 18. Best Buy 19. Telus 20. UPS 21. Domino’s 22. Ticket Master 23. Citibank 24. Time Warner Cable 25. Amazon
  34. 34. linkedin.com/company/fonolo facebook.com/fonolo sales@fonolo.com @fonolo

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