Face Your Hang-ups

Queuing Tips

To accommodate all of these thresholds, Cleveland offers some strategic advice for call center managers setting up their on-hold, recordings.

Reposition your first delay announcement. For example, if this message normally is played during the first few seconds of a call, move it to appear after 15 or more seconds to give agents more time to rescue potential fast cleardowns (customers who hang up during or right after the first on-hold message is played).