hi everyone this is your contact center coach here to talk about something that sounds simple but
if not done correctly can really turn people off putting callers on hold in this video we're going
to discuss why that's important we'll look at some do's and don'ts and i'll give you some great
advice on how to put people on hold that tells them you're working for them and not avoiding them
this video is brought to you by benchmark portal the source for contact center training
certification benchmarking and consulting services if you like this video please subscribe and hit
the like button below to keep getting more helpful videos just like this one let's face it no one
likes being placed on hold in fact there's been a number of studies done on the use of hold and
the results are not very surprising callers don't like it and if they wait too long they'll hang up
obviously this isn't good for your company or for you an excessive use of hold time
costs companies money in telecom costs and in lost business but how long is too long
keep the number 60 in mind in a recent survey of more than 2500 consumers
nearly 60 of respondents believe that one minute or 60 seconds is too long to be on hold
and another study found that sixty percent of callers placed on hold will hang up if they're on
hold in silence for longer than 60 seconds so the number 60 is a very important one to keep in mind
are you willing to put 60 of your company's business at risk due to placing customers on hold
i didn't think so but while putting people on hold is risky business it's also necessary at times
so let's look at some things you should keep in mind when you do have to place someone on hold
first don't ever interrupt a caller to place them on hold instead wait for a pause in the
conversation and then ask their permission never put someone on hold without letting them know
first and getting their permission we'll talk about how to do that in a minute avoid placing
a collar on hold several times during a call that can be challenging at times but it's best avoided
whenever possible avoid leaving the caller holding for more than two to three minutes
in fact some centers have specific rules about how long a collar can be placed on hold
just be aware that anything more than 60 seconds especially if it's in silence begins
to be risky unless you handle it the right way in fact if you follow the tips i'm about
to give you you can avoid getting anyone upset with you for placing them on hold
callers will be less put off if you explain the reason for the hold
and ask their permission first no one likes to hear hold please and then find themselves on hold
that's a surefire way to turn people off to any great service you're trying to provide
promise a time frame giving your best estimate of how long the hole will be in some centers agents
are required to notify callers that they'll be on hold for a specific time for example up to
three minutes this is intended to give the caller a time frame for the hold and for the agent a time
to get back combining these ideas of explain ask and promise might sound like this do you mind if
i put you on hold a moment while i look up that information or i need to check with my supervisor
to see if that's possible do you mind if i place you on hold for two to three minutes to do that
if the hold is taking longer than you anticipated check in with the caller so they don't feel
abandoned for example you can say this is taking a bit longer than i had hoped do you mind waiting
a few more minutes for me to get that for you some centers may allow agents to call back in
that situation to reduce hold time and to ensure the agent has what they need to satisfactorily
complete the call finally when you return to the call thank the caller for their patience
if it's taken an unusually long time then an apology may also be in order for example thank
you for waiting i'm so sorry that took longer than i'd hoped but i believe i have the information you
need remember doing great things takes time taking the time to follow the simple principle of explain
ask promise check in and thank can go a long way in ensuring your customers are happy with you
and the organization you represent making a greater asset to your customers and to your
business if you have any questions that you'd like some help with on this or any contact center topic
feel free to reach out to me directly at coach benchmarkportal.com i'll personally respond your
email as fast as i can to help you as best i can well we hope you found this video helpful
if so please subscribe like and comment below we'd love to hear your thoughts on this video
or for you to share your ideas with other professionals just like yourself and don't
forget to check out some of our great training programs through the link in the description below
this is your contact center coach saying game over thanks for taking the time to
make yourself a better player for your company and for your customers now go out there and be great