Scott Berkman wrote:
Not to mention there isn't a sane human in the world that will stay on the line for 5 minutes when the line is just ringing and ringing. Way before that time they'll hang up and try your customer's competitor, who probably has an AA that answers immediately.
This of course is the most important thing; the human part. When we had it configured with a "please hold while we find someone to assist you," people would hang on for 2-3 minutes with a very low abandon rate. The customer refuses to tell us why he wanted it changed to just ring. echo customername >> crazylist.txt I've answered with the facts about industry standards, other carriers, and that nobody has yet hung on for even 90 seconds, and closed the support ticket. -- Carlos Alvarez TelEvolve 602-889-3003