How SAS Helps Combat Hold Times

While SAS cannot guarantee that there will be no hold times, we typically answer 88% of calls in about 20 seconds or less. Our team has developed advanced answering service technology that tracks queue times and automatically routes calls to our various centers to help ensure your calls get answered quickly and efficiently. We also have several free features that you can utilize to customize your callers' experience.

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.

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 15 seconds or longer while in queue. Upon the call back, the agent will greet the caller by saying, "Hello, I am calling you back because it looks like we missed your call," 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 15 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
Queue callback calls will appear in your call log, but will not be recorded

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. 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 call back" 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
Press 1 callback calls will appear in your call log, but will not be recorded

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.