What is a delay announcement?
A delay announcement is a recorded message that plays when someone phones a call center and no agent is available to receive the calls.
In a delay announcement, callers on hold usually hear the estimated waiting time and, in some cases, promotional information.
The aim of delay announcements is to help calm callers as they are assured that agents will answer their calls. However, oftentimes, callers lose patience and hang up, resulting in missed leads and a bad reputation.
To minimize scenarios that result in delay notifications, call centers might increase their workforce to fulfill calls.
What is answer delay?
The average delay to answer is a statistic that measures how long it takes a call center representative to respond to a call. Customers are compelled to wait before speaking with an agent, which is when a delay announcement is made.