How SAS Helps Combat Hold Times

While SAS cannot guarantee that there will be no hold times, we typically answer 85% of calls in about 20 seconds or less. In comparison, the standard industry answer rate is 70% of calls answered within 30 seconds. Our staffing department analyzes our answer rate hourly and daily so that we can adjust staff accordingly and improve the service your customers receive. Here are some other ways SAS can help combat long holds:

Periodic Announcements

When activated, Periodic Announcements (also known as a queue intercept) will play an announcement in between queue music loops while the caller is waiting for an agent, e.g., "Thank you for your patience. We will answer your call shortly." For this to be effective, we recommend selecting queue music from the Short Loops for Announcement Use category or trimming the length of your own uploaded music to around 45 seconds.

Queue Callback

When activated, Queue Callback (also known as virtual callback or virtual queueing) will dial your callers back if they hang up while waiting for 30 seconds or longer while in queue. Upon the call back, the agent will greet the caller by saying "Hello, I am calling you because you have requested a callback" before the scripted greeting, so that callers are aware of who is calling them. 

Queue callback is a great option to help keep those customers happy who don't have time to wait for a live agent. With queue callback activated:

  • Your callers will receive either a call back or an SMS message if they hang up after 30 seconds or longer while waiting for an agent
  • No fees are added to your monthly invoice - this is a free feature
  • The call is still processed by the first available receptionist

Press 1 Callback

When activated, Press 1 callback (also known as virtual callback or virtual queueing) frees up your callers time by allowing them to opt for a callback, instead of waiting on the line until an agent answers the call. Your callers will have the option to press 1 to reserve their place in the queue. After hanging up, their spot in the queue is held and they're automatically called back when an agent becomes available. Upon the call back, the agent will greet the caller by saying "Hello, I am calling you because you have requested a callback" before the scripted greeting, so that callers are aware of who is calling them. 

Press 1 callback is a great option to help keep those customers happy who don't have time to wait for a live agent. With press 1 callback activated:

  • Your callers hold their place in line without having to stay on the line
  • No fees are added to your monthly invoice - this is a free feature
  • The call is still processed by the first available receptionist

Custom Queue Music

Before a caller reaches an agent, they may be placed in the queue. You can customize the music they hear while they wait by uploading your own audio file to the Music Library.

NOTE: If you are on our SAS Desk Basic platform, please contact us to add any of these free features to your account. Flex users can add these features themselves through their Flex portal.
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