Call Center Forum

Dave · Guest

Going through our abandon logs I have spotted what for us should never happen. A caller held for just over 9 minutes before hanging up. Now considering our average answer time is less than 30 seconds this is a bit off.

On investigating it appears that the caller entered the queue just as the office was closing. Therefore probably just slipped in. Now the question.

How do other people handle such calls.
1, Do you just drop the call after the lines close.
2. Do you play a message to say the office has closed whilst they are waiting and everybody has gone home.
3. Just let them hold.

I know the answer must be 2, but how do you phrase the message.

This was a question posed by Paul Dulfo-Stagg. Unfortunately it developed into a bit of a fracas and Paul's locked his own thread as it bares no resemblance to the original question.

My reply from that thread is below.

Paul,

I don't know what switch / CCR you are using but Symposium
has the facility to do a phased shut down.

It effectivly keeps anyone in the queue there, but closes the line at a set
tme so you are not dropping calls.

Don't know if it's much use to you though.

So trying to keep this as a tech thread can anyone add anything?

DaveA