Hot Tip - Exploit the on queue message

Seen the anti-call centre advertising featuring chickens with headphones?

Do people believe: "We don't use a call centre - ring this number?"

The on-queue message can help and doesn't have to be boring. The customer's listening. First - make sure any web-based way of solving their problem is advertised. You might even answer the call with the web site name: "Hello, you've reached www.widgets.com"

If you go that way, get your web site designers to set up a canonical name without the www using a "301 permanently moved" to the proper www.widgets.com web site They'll understand that, don't worry, and they've quite likely already done it. You can easily try it for yourself and avoid bothering them.

Then you can just say: "Hello, you've reached widgets.com".

• In 12 million UK households (those on broadband) accessing a web site costs nothing - hanging on the phone costs money.

And go for a startle effect. How about a male voice?

Want more Hot Tips?

Subscribe to the free Hot Tips service.