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WorksheetsHold Process
Total questions: 10
Worksheet time: 5mins
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 (a) .
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.
