Response Time is a performance metric critical in our industry. Either you increase your manpower to handle call volumes or use automation to manage volumes by retaining the current resources. The trade-off that you are looking for is very difficult to achieve. Your experience with IVR messages is very true and the customer has called up to hear a human voice but not a pre recorded message. Question asked by Tracey You Are In Queue… Is there an industry standard that suggests how frequently these messages should be played? Does anyone have any comments or suggestions regarding the customers perception of service following changes to the frequency of this kind of message? It seems to me though that we play this message a little too often and the onlypurpose it serves is to irritate the customer and to remind them of just how long we have kept them waiting. ![]() ![]() We currently play a message to any callers in our queues saying ‘Thank you for calling, your call is in a queue and will be answered shortly’
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