Fonolo has announced the top ten worst hold time offenders of 2021, casting some unwelcome light over many prominent brands.
Working with OnHoldWith.com, the companies collected a comprehensive data set, logging real-time complaints about hold time through Twitter.
Delta Airlines took the top spot, as carriers and financial services dominated the charts. These sectors have undoubtedly struggled after a tumultuous year. Yet, they have also featured unfavourably in many previous editions of this list.
Indeed, this is the second time Delta Airlines has climbed its summit since 2017. Brands such as American Airlines, JetBlue Airways, and Chase Bank also regularly feature.
Of course, the pandemic has added an extra layer of disruption. However, customers see COVID as an excuse that is wearing thin. After all, in the case of many brands, long hold times are a longstanding issue.
Taking a more positive view of the current state of contact centre wait times, Shai Berger, CEO of Fonolo, adds:
Over the past year, we’ve really been able to see those brands who have risen above their circumstances to provide excellent service. That’s where the bar is, and customers expect you to meet it if you want their business.
When brands fall short of these expectations, customers take to social media to vent their frustration. For the ten brands highlighted below, this is a common occurrence.
1. Delta Airlines
“Thank you for calling Delta airlines, your current hold time is six hours. Please wait on the li—“ pic.twitter.com/p3J9gNxUTr
— THANQS WAS RIGHT! (@MindofLoki) June 22, 2021
2. American Airlines
American Airlines Customer Service line just said that the hold time was going to be between 1 hour 28 minutes and 11 hours.
— Young Man Yells at Cloud (@RyanMarkustin) July 25, 2021
3. Virgin Media
@virginmedia STILL waiting, this is the second time I’ve been on hold during this call. Total conversation time can’t be more than 15 minutes, that’s 2 hours and 15 minutes of hold time. You are despicable if you think it’s okay to treat loyal customers this way!! pic.twitter.com/VMya0PscbV
— Marty Ventura (@TheMartyVentura) December 10, 2020
4. IRS
IRS hold time is over 2 hours and counting right now…
I’m thinking it will end up being 3 total before I can talk to someone about the electronic payment error on their website…
I mean they literally make everything more difficult than it needs to be.
Not a fan.
— Roberto Blake 🇺🇸🇵🇦🗽Creative Entrepreneur (@robertoblake) September 24, 2021
5. Verizon
Hold time to speak to rep at @Verizon is stated to be 4 minutes…I’m still in hold after 30 pic.twitter.com/BVn5mbw8k2
— Kate Casella (@katie_MYlady4) September 18, 2021