How many times will the phone ring before it is answered?

If you have an upfront custom recording on your line, then callers will hear the recorded greeting as soon as they dial your number. This should be almost instantaneous, without ring time. If there is no queue, meaning no hold time, then callers will be immediately connected to an operator. If there is a queue, callers will hear hold music until an operator becomes available.

Note that if there is no upfront greeting on your line and an operator is not readily available, callers will hear hold music, as well. If you'd like, you can create a custom hold greeting that will play once through if there is a call queue. After the greeting ends, callers will be redirected to hold music.

While we cannot guarantee that there will be no hold times, we typically answer 88% of calls in about 20 seconds or less. In comparison, the standard industry answer rate is 80% 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. For more information on how we combat hold times, check out this article.

If you are expecting a high call volume or running a promotion, please let us know at least 2 weeks in advance. This will give us time to staff up accordingly and keep hold times to a minimum.