[daveste]

I have done this before, but with a younger customer base. If you cater to a senior population, you may want to move in this direction, but give it some greater thought. Otherwise I would recommend that you play the EWT only once, after they have transferred out of the IVR.

Your EWT to speak with an agent is currently "X" minutes; if you would like to return to our automated system, at any time, press 1, if not please hold for the next available representative. This way you are conveying to the customer that they have successfully opted out of the IVR and that they are in control to return if they would like. Also, you can view it as added customer service as the caller does not have to hang up and call back to get the IVR.

Just my thought.