Face Your Hang-ups

When possible, use automatic call directory algorithms to let customers know how long their queue time will be.

One final tip: Use simple preconnnect recordings to pre-empt customer expectations (e.g., “Due to a storm on the East Coast, we’re operating with less than full staff”), or to reinforce your Web services (e.g., “If you would like to track your order online, visit our Web site at ...”).