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To HOLD or NOT to HOLD … That is the question
TAWANDA WARDLAW, QUALITY MANAGER
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DON’ T USE HOLD AS A CRUTCH
Instead of placing the customer on hold as soon as they provide their reason for calling, build rapport and make conversation while you begin your research.
Make sure to ask all your PROBING questions PRIOR to using hold. Don’ t burden the customer by only asking one question at a time and using hold multiple times during the call. This can be very frustrating for the customer.
WHEN IS HOLD ALLOWABLE?
- Calling other dept./ business- Hands on product research- Assistance from supervisor / lead
WHEN IS HOLD UNACCEPTABLE?
- Accessing BP account- Reading and / or documenting notes- Creating or updating account- Creating or updating the transaction- Computer issues
DON’ T USE LONG EXTENSIVE HOLDS WHILE WAITING FOR DE-ESCALATIONS
Agents should wait NO LONGER than 2 MINUTES for this queue.
If no response, contact your reporting supervisor to take the call LIVE.
WHAT DO I DO WHEN HOLD IS ABSOLUTELY NECESSARY?
Follow these simple rules to ensure the Customer Experience remains positive:
1. Ask the customer’ s permission to be placed on hold.
2. Inform the customer why you’ re putting them on hold and how long it will take.
Example:“ Mr. Customer, May I place you on a brief one minute hold while I try to find a resolution for you on this issue with my supervisor?”
3. Thank the customer for holding upon return to call.
Connections | 09