Hi BNZ,
Would be great if you offered a courtesy call back system, so when the general phone queue wait times are ~5 minutes, the calling customer is offered an option to “hold their place in the queue”.
If the customer accepts, then they can disconnect the call and when the call has progressed through the queue and close to being answered, the phone system calls the customer back and reconnects the call ready to speak to an agent.
Would be a pretty simple thing to implement, with great benefits to your customers and the business itself.
Would look great in the stats too - dramatically less abandoned calls, quicker answer times, SL improvement etc…
Cheers.