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  • 1.  Outbound Predictive Dialing - Hold Music

    Posted 09-11-2024 15:53
    No replies, thread closed.

    While predictive dialing, at times an agent may not be available right away to connect with the customer we are reaching out to. The default is that within 2 seconds hold music will play upon the customer answering. Has anyone successfully seen a reduction in their outbound abandon rates in these instances by switching to a message that plays instead of the hold music? 


    #Outbound

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    Cody Herr
    CAPITAL Services
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  • 2.  RE: Outbound Predictive Dialing - Hold Music

    Posted 09-12-2024 12:39
    No replies, thread closed.

    Good question.  I look forward to hearing other community members experiences



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Outbound Predictive Dialing - Hold Music
    Best Answer

    Posted 09-13-2024 10:09
    No replies, thread closed.

    Yes and drooped abandon rate about %20.



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    Tayfun DUMLUPINAR
    AgeSA Hayat ve Emeklilik A.S.
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  • 4.  RE: Outbound Predictive Dialing - Hold Music

    Posted 09-13-2024 17:42
    No replies, thread closed.

    One option is 2 seconds of what sounds like switching noise like a transfer.  Sometimes that may sound to the customer that the call is connected, but the agent is quite ready or the call had issues connecting them. 



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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