Why is being on hold on the telephone not made less annoying?

1. Why do we find waiting on hold so irritating?
2. Is hold music supposed to be annoying?
3. Why are hold lines so annoying?
4. Why do people dislike being put on hold?

Why do we find waiting on hold so irritating?

When we interact in person, we receive a wealth of nonverbal, but very informative cues about what we are experiencing in real time. On the phone we have a much more limited perspective. This makes waiting on hold feel more irritating than waiting in a line in real life, where we can see the wait line move.

Is hold music supposed to be annoying?

Despite being designed to be inoffensive, the sounds you hear while waiting for assistance are riddled with requirements that hold-music-makers have deemed necessary for customer satisfaction. But unfortunately, the psychological torture of waiting on hold means that even the best hold music is likely to provoke you.

Why are hold lines so annoying?

It's nothing but silence.

Hold music and messaging helps the caller know that they are still on the line. Without it, the caller is left in a dead silence that makes them feel like they were disconnected. Callers don't like that experience, and it often leads them to hang up.

Why do people dislike being put on hold?

Customers only think about getting a resolution to their question or issue when they call. Hold time isn't just wasted time. To the customer, long hold times communicate that you don't value or appreciate them enough to be there for them when they need support.