Anticipated Wait Times

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Anticipated Wait Times
Looking to leveraging announced wait times and call back assist? When does your wait time kick in, 30 seconds, 1 minute, 2 minutes or automatic no matter what ? At what time threshold is callback assist offered (3, 4, 5 minutes?)?

I'd advice having a...
I'd advice having a system that tells the customer how long the average wait time is as soon as they enter the queue. Then, include the callback option in this initial message. This helps you to set expectations immediately and play other helpful messages to the customer, if they have chosen against the call back option.

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