CALL HANDLING

Hold & mute calls

• DOC-430200

• DOC-430201

• DOC-430202

• DOC-430203

When on _________________, callers do not hear hold music. Only place callers on mute for up to 30 seconds to block temporary background noise such as coughing or sneezing.

• mute

• hold

When on mute, callers do not hear hold music. Only place callers on mute for up to _____________________ to block temporary background noise such as coughing or sneezing.

• 30 seconds

• 35 seconds

• 40 seconds

• 45 seconds

Use hold when reviewing the account or discussing the issue with your coach is an appropriate reason for using hold. Customers will not hear music when placed on hold.

• true

• false

To place customers on hold, follow these steps:

• Explain to customers why you must place them on hold. Ask customers for permission to be placed on hold. Set the expectation with the customer that you will return shortly. Return to customers every 2 minutes with an update.If the issue requires you to be away from the call for more than 2 minutes, advise the customer of the expected hold time.Wireless only: NTC reps may return to the customer every 5 minutes after setting expectations with the customer. If the issue requires you to be away from the call for more than 2 minutes, advise the customer of the expected hold time. Wireless only: NTC reps may return to the customer every 5 minutes after setting expectations with the customer.

• Ask customers or experts how long you will be holding. Set expectations with expert or customer by agreeing to hold:Offer to hold 5 minutes for related issues. For example, the expert or customer may need to collect additional information needed on your call.Offer to hold 2 minutes for unrelated issues. For example, the customer or expert places you on hold to answer another call. Offer to hold 5 minutes for related issues. For example, the expert or customer may need to collect additional information needed on your call. Offer to hold 2 minutes for unrelated issues. For example, the customer or expert places you on hold to answer another call. When the hold exceeds the agreed time, read the dead air script and release the call. See Dropped, garbled, & dead air calls.

Never refuse to be placed on hold by a caller.

• false

• true

Offer to hold __________________ for related issues. For example, the expert or customer may need to collect additional information needed on your call.

• 5 minutes

• 15 minutes

Offer to hold 2 minutes for unrelated issues. For example, the customer or expert places you on hold to answer another call.

• 2 minutes

• 5 minutes

When the hold exceeds the agreed time, _____________________

• wait for the customer

• read the dead air script and release the call. See Dropped, garbled, & dead air calls.

Always follow polices outlined in C2 and select the appropriate type of transfer based on the next level of support needed.

• maybe

• yes

• no