Hold Process

Why do we place customers on Hold?

• to check /verify information

• to talk to a colleague

• to rest during a long call

• to avoid silence

How long can a person stay on hold?

• as long as it takes to resolve the issue

• 50 seconds max

• 45 seconds max

• 30 seconds max

Excessive Hold increases/ improves your?

• AHT

• customer experience

• customer attention

• QA rank

Do you tell a customer the reason you are placing them on HOLD?

• No

• only if its more than 10 seconds

• yes

• maybe

The customer needs to agree to be placed on Hold?

• true

• false

You can replace the Hold process with silence on a call?

• true

• false

It’s important to thank the WS after placing them on hold

• true

• false

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

Phone Channel: Dead air should not exceed________.

The #1 pet peeve of people making business telephone calls is:

• the way they are put on hold

• the fact that the telephone rings too many times

• let the conversation unfold in whatever way seems natural.