> Matt Riddell wrote:
>
> I hate to diverse even further off topic, but you will find alot of
> contact centers that have a proper solution [1] don't actually give
> estimated wait times, because in the case where there are problems
> (unknown factors) it causes the customer to get upset, and can also
> increase the number of abandoned calls.
>
> [1] Where the solution is a proper skill based routing system.

The 'Proper Solution' could be as simple as adequately estimating expected
call volume and providing staff to suit.

1hr26mins is rediculous. Most callcentres I know of use some variation of
the 80/20 or 90/10 or 70/20 rule - thats % of calls answered within given
number of seconds.

Hell even answering the phone with 'I'll get an agent to call you back as
soon as possible' is better than expecting people to wait on hold more
than 4 or 5 minutes...

IMHO only of course.
Mark.

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