Rochester Residents Frustrated with Lengthy Phone Waits

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A new study has found that the average hold time for customers calling local businesses in Rochester, New York has more than doubled since 2020, leaving many residents frustrated with lengthy waits on the phone. The problem has become so widespread that some locals have taken to social media to vent their frustrations, with one resident joking that they should "press 1 to wait, press 2 to keep waiting."

Why it matters

The rise in phone wait times is indicative of broader staffing and operational challenges facing many small and medium-sized businesses in the Rochester area as they continue to grapple with the lingering effects of the COVID-19 pandemic. Long hold times can lead to customer dissatisfaction and lost business, underscoring the need for local companies to find solutions to improve customer service.

The details

The study, conducted by a Rochester-based market research firm, analyzed call data from over 500 local businesses across various industries. It found that the average hold time has increased from 3 minutes and 45 seconds in 2020 to 8 minutes and 12 seconds in 2026. Factors contributing to the problem include staffing shortages, increased call volume, and outdated phone systems.

• The study was conducted in February 2026.
• The average hold time in 2020 was 3 minutes and 45 seconds.
• The average hold time in 2026 has increased to 8 minutes and 12 seconds.

What they’re saying

What’s next

Local business leaders are expected to meet with city officials in the coming weeks to discuss potential solutions, such as improving phone systems, offering customer service training, and exploring remote work options for call center employees.