Day, Havas People are asking organisations to turn their ‘on hold’ experience into a storytelling channel for customer service workers to share their stories. Customer aggression is on the rise with over 87 per cent of retail workers saying they’ve experienced verbal abuse from a customer. It’s also a major contributing factor to poor mental health at work with 1 in 2 Australians facing workplace burnout in 2025. For workers in customer service, their mental health is uniquely challenged by Australian companies ingesting AI into the customer service experience. To increase the adoption of using on hold as a channel to improve workers’ mental health, Havas People has created a free templated script for companies to use.