Hold Technique Process

Is there any maximum time to place on hold?

• Yes

• No

What are the steps to follow the hold technique process?

• Tell the reason why you are placing the call on mute/hold

• Thank the customer for holding when returning to the line.

• Give an approximate time estimate

• Ask the customer's permission.

• All of the above

In which scenario the hold technique does not count?

• iPhone troubleshooting

• Remote Session

• Printer issue

Phone Channel: Dead air should not exceed (a)   .

For chat, dead air will have a grace period of (a)   .

Whenever a customer is unresponsive via chat, what is the process to follow? Please check the options that you consider part of the process.

• You should attempt to contact him or her. Ex: “(Customer’s name) are you still available to continue in the chat conversation?”

• If the customer does not answer at the first attempt, please close the chat.

• (Wait 3 mins). Then try this 1 more time and wait 3 more min, then send another message after 2min for a total of 3 attempts.

• If the customer continues to be unresponsive, you need to send a last message, after 8min waiting.

After the call ends, if SDA remains on the line after (a)   will be considered dead air.