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Woman Says She Spent 12 Hours On Hold

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My Fox Philly: A young mother had already been cut off 20 times while trying to reach a customer service call center. That would just be the beginning of Tonya Davis's customer service horror story.

Woman using phone

Davis, who lives in the southeast England town of Rainham, told the UK Mirror that she tried to reach Virgin Media after her internet connection froze up. It took 12 hours before she would be successful.

She had first managed to reach someone at 11 p.m. and agreed to be put on hold while she waited for a technical support manager. Her partner took over after about an hour as she lay down on the sofa, still hearing songs such as Britney Spears' "Oops, I Did It Again."

"Then we decided to go to bed and I left the phone off the hook, joking we would probably still be on hold in the morning," Davis said. "I couldn't believe it when Britney was still blaring out the next day."

She had reached a UK call center after waiting for the one in India, but was again put on hold. She told the Mirror that when she finally reached a supervisor and told her what had happened the supervisor went, "Oh my God, seriously?"

A Virgin Media spokesman said her account would be credited 30 British pounds (about $46) as the company investigates what happened.

While British data was not available, On Hold Marketing Services refers to an AT&T study that claims more than 70 percent of business calls are placed on hold for 45-60 seconds. Even that long is usually not successful as about 60 percent of those on hold hang up and 30 percent of those never call back.

Ninety percent of callers with silence on the line will give up within 40 seconds, a North American Telecom study stated. Callers with music on hold will stay 30 seconds longer.

A CNN survey shared by On Hold stated that the average person spends 50 hours per year on hold, meaning that Davis almost used up half her quota for the year on just one call.

Read more stories in the news.

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3 comments so far | Post a comment now
Professor Math September 16, 2010, 6:01 AM

How is 12 half of 50??

Rita September 17, 2010, 12:33 PM

@ Professor Math: British conversion rates? lmao

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