Captive audience

Dowling, Melissa
July 1997
Catalog Age;Jul97, Vol. 14 Issue 7, p149
Trade Publication
Discusses how call centers can use customer on-hold audio recordings to upsell, cross-sell and pitch new products or promote their company. Tendency for callers on hold to hang up when they hear silence; Recorded message's benefit of entertaining callers and distracting them while on hold; Contents of a typical phone system and voice mail package.


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