There are many options you may want to consider… DO you use an IVR to route calls along with the ACD?? If you have an IVR you can design the routing so, if the caller is in queue for x amount of time, a recording informs the caller, that they are next in line and the approximant time they will need to wait for their call to be answered. Again, there are so many options for you to consider… and most technical infrastructures already have the tools necessary to implement the changes. If you would like to review, I’ll be happy to share information with you. You can reach me at 770.772.7377, sherry@evansconsultinggroup.com or
http://www.evansconsultinggroup.com