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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