Face Your Hang-ups

Also reposition your second delay announcement to appear just before the average time of abandonment, when it’s most needed.

Another tip: Avoid repeating delay announcements (such as, “Your call is very important to us; please stay on the line.”). Cleveland thinks customers dislike such messages, and because many waiting customers will put the calls on speakerphone, a repeating announcement makes them work harder just to hear if the voice is an agent or not.