©2013 Analicomm, Inc., Columbus, Ohio
Structure of a simple ACD (con’t.)
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Recorded announcements are intended to reduce
the number of callers that will not wait, and hang up.
Without announcements callers do not know if they are
still connected, or have become lost in the system.
There are different types of announcements:
o
Some announcements reaffirm that the caller
will be handled by the first available agent and
may advise the caller of their position in queue,
etc.
o
Some announcements can be programmed
music like “music on hold”, or something
similar.
o
Some announcements can be pre-recorded
infomercials intended to spark the caller’s
interest and educate the caller about products
or services, or other relevant information of
interest to the caller.
Establishing a good announcement regimen is the
best way to encourage callers to persevere until their call
is handled.
