Call Center Forum

Paul Dulfo- · 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.