Hello,
Does anyone know if there is some sort of 'Gartner' report out there which talks about preferred call treatment methods for customers when be queued?
In our call center we do the following from a customer perspective.
Play non-disclosure message
music
Play marketing message 1
music
Play marketing message 2
music
play please wait message every 30 seconds after that
Other opinions may be to play the please wait message once, and then just leave it as music, or some form of an expected wait-time message first.
If you don't know of any report about this, what are your call flows like? I realize call flows can be different based on every line of business, but the acceptable methods may still be similar.
Thanks!
Barry
Does anyone know if there is some sort of 'Gartner' report out there which talks about preferred call treatment methods for customers when be queued?
In our call center we do the following from a customer perspective.
Play non-disclosure message
music
Play marketing message 1
music
Play marketing message 2
music
play please wait message every 30 seconds after that
Other opinions may be to play the please wait message once, and then just leave it as music, or some form of an expected wait-time message first.
If you don't know of any report about this, what are your call flows like? I realize call flows can be different based on every line of business, but the acceptable methods may still be similar.
Thanks!
Barry
