When our corporate lobby spikes around 8:45 a.m., our two-line phone queue lags and callers hit the 3-minute mark. What scripts or triage tactics are you using to keep wait times under 90 seconds without sacrificing a warm greeting?
And we use: ‘Good morning — name/number/purpose; call back in 10?’ during 8:40–9:00, then triage. Queue callback helps too?
During the 8:45 spike, we cap holds at 45 seconds and overflow to Ops; needs pre-agreed coverage, @rachelG23.