Hi There,

I'm putting together a study on hold systems and their impact upon the relationship between caller and call centre.

I'm interested in callers reactions to various types of on-hold services (music, marketing, queueing position etc), means of improving dropped call rates and also the ease or subsequent difficulty a caller's stay on hold can present to a call centre employee when trying to then deal with their enquiry.

Does anybody know of any previous reports or articles that have been published on similar subjects that might provide some good background reading?

With thanks