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Using a delay message to advise callers when to call

Some call centers have had success using their delay message to alert callers the best hours to call, says Lori Bocklund. Learn more in this expert tip.

Do you think it would be a good idea to tell our callers in our delay message what hours are the best time to call? I've encountered resistence to this since it may give the wrong impression (call center staffing issues, etc). Do you know of other call centers that have had success in using their delay message to impart this type of information? Our call center typically has a good service level between 8-10 a.m. and late afternoon. I realize the problem is our current staffing, but that will take time to correct without having too many disgruntled associates.
Many call centers have used the approach you describe. Giving estimated delay messages is another approach that is used. These are not ideal for long delays, as you note -- the best solution is to address the call center staffing issues and schedule the appropriate number of people for the fluctuations in volume. But given the challenges, it is generally good to inform the caller and give them choices about what's best for them -- wait now, or call back when it might be a better time. A "best practice" is to give the customer informed control over their situation.

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