Please Hold For The Next Available Agent
One of the most frustrating parts of calling into a help desk is an unknown queue time. It’s less frustrating to know you’re far at the end of a queue than to not know anything about the length o the queue in front of you.
The feeling is that queue might never end or that one should hold on a bit longer because there turn is next.
It’s one thing for some to make the queue, especially physical ones, to seem shorter by staggering the letters and numbers. However, having been in one of these lines a few days, it just makes things more frustrating. You don’t know if there are 10 or 50 people in front of you.
I’m perfectly happy to wait on hold if I know the queue time. My threshold might be 50% longer when I know this time.
It reminds me of the Curb Your Enthusiasm episode with the car periscope. Knowing what was causing the blockage ahead put everyone at much more ease. I was thinking about this episode today when stuck in traffic. However, instead of a periscope, I had Waze running and knew that there was a fresh accident one kilometer ahead and that it was en estimated 11 minute wait.
Most software will provide an estimated queue time. Why not extend this information to those engaging with you? You’ll be able to get much more patience form those interacting with you.