ABSTRACT
Silence is annoying, tiresome, and makes people hang up before you can get to them. Play them a message, though, and suddenly they start listening. And buying.
The hold queue is both a blessing and a curse. First, the curse — people don't like waiting. Leave callers on hold for a minute or more, and around half will hang up. Leave those callers listening to silence and the numbers go even higher — up to 88% of callers hang up, according to one measure.
