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transfers [2019/08/08 12:59] lisa.illgen_concentrix.com Added Anchor Links |
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| **// Before placing the caller on hold, provide an estimated wait time //**\\ | **// Before placing the caller on hold, provide an estimated wait time //**\\ | ||
| - | Most IVRs provide callers with an expected wait time, especially if the estimated wait is over some criterion, such as 30 seconds. Knowing an expected wait time decreases anxiety during the wait. Furthermore, knowing the expected wait time helps the caller decide what to do while waiting. Although the system should provide audio to fill time while the caller waits (next section), many callers on hold pay minimal attention to the system while waiting, and typically pursue secondary time-filling activities such as talking with others in the room, working on email, watching television, etc. ([[references#kortum2006|Kortum and Peres, 2007]]). So, as long as the system can provide a reasonably accurate expected wait time, it should do so. | + | Most IVRs provide callers with an expected wait time, especially if the estimated wait is over some criterion, such as 30 seconds. Knowing an expected wait time decreases anxiety during the wait. Furthermore, knowing the expected wait time helps the caller decide what to do while waiting. Although the system should provide audio to fill time while the caller waits (next section), many callers on hold pay minimal attention to the system while waiting, and typically pursue secondary time-filling activities such as talking with others in the room, working on email, watching television, etc. ([[references#kortum2007|Kortum & Peres, 2007]]). So, as long as the system can provide a reasonably accurate expected wait time, it should do so. |
| Note that wait-time calculations are typically fairly complicated, and if the system cannot provide an accurate wait time, it should NOT do so. It's better to under-promise and over-deliver than vice versa. | Note that wait-time calculations are typically fairly complicated, and if the system cannot provide an accurate wait time, it should NOT do so. It's better to under-promise and over-deliver than vice versa. | ||