An Invisible Queue is a call centre queue where the caller is not made aware of how they are progressing - typically in a call centre. Psychologically the different between a real life queue and a call centre queu ar quite different. In a real life queue you start unhappy and tend (asuming the queue is moving) to get happier as you progress towards the front. In an invisible queue you start happy and get less happy as the call progresses. Solutions to the Invisible Queue are to play messages announcing the Position in Queue or the Estimated Wait Time. These messages should be updated very 30 seconds or so. |
