Delay announcement is the recorded message that plays when someone calls a call center and no agent is available or free to attend the call at that time. In most cases, the caller hears the delay message when all the agents of the call center are busy on other calls. The message goes like this: “All our agents are currently busy. Your call will connect as soon as any agent is free. “When any of the agents gets free, the waiting call gets assigned to them.
Delay announcement helps to calm the customer or caller as they wait on the call and reassures them that someone will attend their call. However, delay announcement doesn’t always serve the purpose as many times callers lose patience and disconnect the call, resulting in lost leads and poor reputation. In order to avoid situations leading to delay announcements, call centers can try increasing their workforce as well as increase the number of channel lines which would allow more call traffic to reach the call center at once. Call centers can try switching to cloud call center solution such as MyOperator as it allows more flexibility with channel lines and lets the call center add or remove channel lines as per their necessity.
