| Thanks for all of the helpful info - the area codes are divided up East, Central and West, each backing up the other because of the skillset level for the first 20-25 seconds then the caller is presented to a backup group that can take info and respond, if not answered in 5 seconds the caller should be presented to a third backup group that can only take info for a call back. There is also an 'age of call' test - if the caller is not answered in 100 seconds (1:40) then the caller is supposed to be routed to a voice mailbox; however, this particular component of the script is erratic - sometimes a caller is queued for over 4 minutes before they finally abandon without ever being presented to the voice mailbox. |