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  • 1.  Outbound Predictive Dialing - Hold Music

    Posted 27 days ago

    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

    GENESYS
    Posted 26 days ago

    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

    NEW MEMBER
    Posted 25 days ago

    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 25 days ago

    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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