How often should a caller on hold be updated about the status of their call?

Updating a caller on hold about the status of their call every 30 seconds is a best practice in customer service. This timeframe strikes a balance between keeping the caller informed and minimizing distractions. It allows the caller to feel acknowledged and reassured that they have not been forgotten while being considerate of the interruptions caused by frequent updates.

Providing status updates too frequently, such as every 15 or 20 seconds, can lead to annoyance and frustration for the caller, as it interrupts their hold time unnecessarily. On the other hand, waiting too long to provide an update, such as every minute, may make the caller feel neglected or unimportant, which can negatively impact their perception of the service. Thus, the 30-second update interval is regarded as the optimal approach for maintaining engagement and satisfaction during the hold experience.