Managing Customer Queue Behavior

I’ll give you the content for this post in just a few minutes. The fact that you’re here is very important to us; we’ll be right with you.


 Just a couple of minutes longer.


It really means a lot to me that you’re here; just hold on and we’ll be right with you with the content of today’s pulse post.


 Did I mention how important it is to us that you’re here?


I truly value you as a reader and your time is very important to me.  Please hold on just a few minutes longer and I’ll bring you today’s content.


You’re very important to me….really.


This should all sound very familiar. The average consumer will spend two to three years of his or her life waiting. That’s all – just waiting. Standing in line, waiting on hold, allowing the people who queued up before they did to take their turn…simply waiting.For two to three years.

 That may qualify as the most depressing fact you’ll read today.

But, it is a fact of life in these modern times, especially when contacting businesses that use IVR systems. Consumers expect to wait on hold at this point. The question, however, is how do we as the businesses they are waiting to utilize, make that time as pain-free and productive for them as possible.

It’s very surprising how many businesses fail to take this into consideration. A recent survey by Inbound Telephone Call Centerconcluded that while 94% of all marketing budgets are spent on enticing customers to call, only 6% is spent on handling the call once it is received. It’s as if business owners think that once a customer calls, that it’s impossible for that customer to simply hang up and call someone else.

Properly managing customer hold times is a fundamental aspect of managing your overall customer relationships. An act as simple as ensuring your hold music is pleasing can create a distraction powerful enough to keep that customer from resenting the time they spend waiting to speak with a customer service agent. (tip: Soundcloud offers some pretty decent downloadable music)

In fact, in a survey conducted by AT&T, customers left on hold without any background music felt that a 30 second hold time was actually 90 seconds.Further cementing this point, those same customers thought that 30 seconds spent on hold with a system that employed pleasing music was only 15 seconds.

Of course, preventing customers from having to queue in the first place should be a big part of any customer retention strategy and properly managing call volumes and call distribution is a large part of that. Innitel’s Predictive Dialer intelligently manages agent outbound call activity based on call volume and the number of available agents. This not only greatly increases the efficiency of any outbound call campaign but also monitors idle agents and makes them available for inbound calls.

Your customers are the lifeblood of your business and they can find another company to do business with at the click of a mouse. Proper management of customer hold time and utilization of entertainment and distraction strategies can go a long way toward making sure that doesn’t happen.


Before you run off to your next pulse post, for more information about how to implement better VoIP solutions from a-z termination to CRM integration and click2call and predictive dialer, visit  ! Looking forward!