The Most Reliable & Trusted
VOIP Service Provider
in Canada
December 7, 2018

A Reminder Of How To Properly Put Callers On Ho-Ho-Hold

As we’ve been discussing on our blog all week long, the need for unbeatable customer service is at an all-time high. With the holiday shopping season in full swing, most companies throughout North America are experiencing higher than normal call volumes. They’re not just accepting more calls – they’re getting calls from consumers who are in rushes, need things quickly and don’t have a ton of patience.

Practice patience.

Naturally, it’s important for the phone agents representing your business to have patience themselves. Accurately addressing the concerns of your callers means getting all of the pertinent information correct the first time and promptly addressing it. However, there may be those situations when a little extra time to resolve an issue is needed. As a result, you may have to place your callers on hold.

No one likes being on hold. That’s not your fault. It’s just a fact of life. That’s why it’s so important to practice the appropriate holding techniques that will both resolve customer issues and make customers happy enough to continue supporting your business. Most people know that hold time is inevitable. It’s all about how you go about initiating hold time.

Be sure to ask, not tell.

“May I please place you on hold for a minute while I look into that for you?” is a much better option than “Hold please”. In asking this question, you’re not just showing respect, but you’re also providing an indication of how long the caller will need to wait. This helps for the person to not feel like he/she will be waiting too long.

“You should always first ask yourself if placing the caller on hold is the best option,” says Felissa Benjamin Allard of Reader’s Digest, “Will you be away from the phone for more than 60 seconds? Has the caller been on hold already? If you answer yes to either of these questions you should rather take the caller’s number and return the call at a convenient time.”

Keep it brief.

If you require more than the time frame you provided, be sure to come back to the line to request more time. The majority of customers will both understand and appreciate the gesture. As well, be sure to thank your callers for holding every time you come back to the line: “Thanks for holding, I’m sorry to keep you waiting.” That apology works wonders as well. Again, it’s a measure of respect that won’t go unnoticed.

“Most experts will tell you that you shouldn’t keep callers on hold for more than one minute,” says Mike Weil of The NEWS, “When reconnecting with them after the hold, be sure to thank the caller for waiting to show that their time is respected. If it requires a longer wait time, you should return to the caller, and either transfer them to someone else who can better help them, or offer to call them back.”

At MeloTel, we proudly offer VoIP-based Commercial Phone Services that come with Custom Hold Music. It’s a huge plus during the holiday season as holiday music both puts callers in festive moods and ensures them that they haven’t been disconnected from their calls. For more information, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!

0 Comment
Leave A Comment

Here are a few testimonials from what our customers have to say:

Danielle Cameron
Heidi Kaufmann
Charles Murray
Rashalee Green
Fouad Shuhaiber
Dr. Martin Jugenburg
Wayne Goldstein
Danielle Cameron (VP Marketing)Imprezzio Marketing

“Imprezzio Marketing has been with MeloTel for 4 years and their service has been outstanding over the years. Their customer support team is always extremely helpful and always responds and resolves any issues that we have. Thank you MeloTel for providing us with such great service. READ MORE"

Heidi Kaufmann (Manager )TK Enterprises

“When TK Enterprises found MeloTel 2 years ago, it was in a crisis situation. Our previous VoIP provider had left us in the lurch and within days, MeloTel had us back up and running and we’ve never looked back since. We started with VoIP services and have worked with them to bring our company’s technology levels up to be more cutting edge and competitive while reducing costs and mitigating risk the entire time. READ MORE"

Charles Murray (CEO)Benjamin Verde

“Benjamin Verde Incorporated has been a loyal MeloTel customer since 2013. We are able to provide a variety of Artist and Entertainment related solutions such as Web Hosting, Artist Marketing and Artist Funding to clients across Canada. By utilizing MeloTel’s robust products and services our agents are able to provide fast and efficient customer care to various radio stations, record companies, independent artist as well as popular international brands via Benjamin Verde’s portal. READ MORE"

Rashalee Green (VP of Operations)Synergy Marketing

“As the leaders in promotional advertising with over 25 years experience we strive to satisfy all of our clients’ needs when it comes to marketing them and their businesses. We go over and above to make sure that all of their advertising demands are met with no exceptions. MeloTel and Synergy have been in business together since providing exceptional VoIP and technical services. READ MORE"

Fouad Shuhaiber (CEO)National Projects

“I have been a MeloTel customer since 2009 and wanted to tell you how much my whole office appreciates your services. Life becomes a lot easier when someone is there to help when we need it. That kind of service is why we will remain a loyal customer for many years to come. Thank you! READ MORE"

Dr. Martin Jugenburg (Surgeon)Toronto Cosmetic Surgery Institute

“Toronto Cosmetic Surgery Institute is a plastic surgery clinic, located in downtown Toronto. On site we have a fully functional, state of the art surgical facility. MeloTel assisted us when we went paperless a couple years ago in replacing and restructuring our computer hardware and network. They have been providing us with IT support ever since. Whether it be remote sessions that are required, or on site visits, the service MeloTel provides is always quick and efficient. READ MORE"

Wayne Goldstein (CEO)Global Mentoring Solutions

“Global Mentoring Solutions (GMS) is a North American based, white labelled outsourced help desk provider that partners with major ISPs, eLearning Support Providers and mid-market IT Service Providers. With MeloTel’s telephone infrastructure services GMS is able to provide support for over 8,000 technical support interactions per month! GMS has been relying on MeloTel’s expertise and professional support services since 2010. READ MORE"

Request Information

Connect With Us