Hi there,
Our company currently just plays Classical music to people on hold. We're looking at using our Avaya ACD to inform callers either that they're xxth in the queue, or that the call is expected to be answered in xx seconds (or both).
Does anyone have experience of doing this? Very interested to know:
1. What is likely impact on abandon rate and other service levels? (are people MORE likely to hang up if they hear they'll have a long time to wait)
2. What is likely impact on customer satisfaction?

I know all about Queuebuster, so please don't bang on about that!
Many thanks,
Greg