| With a Call Centre where callers are
waiting in queues it is important to provide messages to reassure
callers that their call is being dealt with in a correct manner,
also callers can be provided information such as website address
etc. Each ACD route plan includes a Recorded
Announcement (RAN) scheme. Multiple RANs are available, using either
Telrad Connegy emaGEN, or external announcer units
The call centre manager defines which announcements are played when
and how often, and in what order to the different ACD route plans.
Careful planning ensures that callers hear different announcements
and are deterred from abandoning the call whilst waiting for an
agent to become available.
Callers retain their place in the queue even during
announcements, and are answered immediately an agent becomes
available. Up to fifty user-definable recorded announcements can be
used.
Various music sources are available and different queues can hear
different music which maybe more suitable for a particular type of
customer. Music can be uploaded as standard Windows .wav files so
customers can supply their own or source them from a suitable
supplier, this ensures regular callers do not hear the same music
time and time again. |
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