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Glossary

What is an Announcement?

An announcement is a recorded verbal message played while callers are standing in the virtual queue. These recorded announcements encourage callers to wait in the queue for an agent to become available or allow you to request a callback. If the caller of call center services is put on hold or the call is transferred internally to other representatives then a recorded message relevant to query or promotional messages along with light music is played so as to keep the caller entertained.

To add a more personal touch, consider for how much long the caller is waiting in the queue or is likely to wait. If the caller is holding for two minutes and you play the same message after every 15 seconds, the caller is likely to get bored. Hence, if you are envisaging a long wait time, then invest in a sophisticated call announcement or messaging device that allows you to record as many different messages as you want. These messages can be played in any order so that all eight messages are different from each other and the caller remains engaged listening to those messages. Therefore, a balance between nuisance value and providing sufficient interest to keep your caller on the line is very important.

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