https://melotel.com/wp-content/uploads/2020/05/inner-banner2.png
The Most Reliable & Trusted
VOIP Service Provider
in Canada
August 8, 2018

How To Make Hold Time A Good Time

In the over-the-phone customer service game, there is bound to be hold time. It’s inevitable. Anyone who has ever called any business (isn’t that all of us?) has been put on hold at some point or another. So, is hold time really a big deal? For many people, it is. Let’s be honest – we all know that no one really likes to sit on hold. So, as a customer service provider, it’s integral that you come up with ways to provide the most pleasant hold times possible.

People think they’re waiting longer than they are.

On his website, customer service expert, Shep Hyken explains that sitting and waiting while nothing is happening makes time feel like it has been elongated. We all know the saying that “time flies when you’re having fun”. Well, naturally, the opposite is also true. Time feels like it’s standing still when you’re bored, right?

Hyken explains that he once tried an experiment where he introduced a marketing expert at a seminar. The individual entered the stage to an expected round of applause from the audience and then just stood there for 90 seconds. He then exited the stage, leaving the audience very puzzled. Hyken asked his audience how long they felt they had been waiting. Most guessed three to four minutes!

60 percent of customers feel that waiting on hold for just one minute is too long.

Hyken also reveals the findings of a survey, noting that the majority of customers simply feel they are waiting on hold for too long. Included in the results was the fact that 63 percent of consumers would prefer call backs rather than being on hold. However, this isn’t always practical. In many cases, hold times are no more than a minute. It would actually take more time to hang up and dial again to provide the information retrieved during the hold.

How can you make your hold times more pleasant?

To begin, it has everything to do with the impressions you give when you begin your hold times. Considering that most people feel like they are waiting for longer times than they actually are, it’s important to provide the amount of time your caller will be holding. Always let your customers know how long the hold times will be and be sure to stick to those times. If you end up taking longer, come back to the line to inform your callers that more time will be needed.

“Can I ask you to please hold for a minute or two while I look into that for you?”

This is a great example of how to place a person on hold. Notice that it is a question and not a demand. It also contains the ever-important “please” that is necessary to connote politeness. Of course, this is only the beginning of hold time. Once it’s over, be sure to come back on the line and offer your thanks and apologies.

“Thank you for holding, I apologize for the delay.”

This shows respect and courtesy. And it won’t go unnoticed! You know what else won’t go unnoticed? Hold music! It ensures your customers that they haven’t been disconnected. Custom hold music comes with MeloTel’s cloud-hosted Commercial Phone Services. 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
Name
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 VXCO.net 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"

Name (title)Skinjectables

“The transition to MeloTel has been exceptional on a number of levels. Cost savings of more than 50% compared to our old traditional multi-line system is a welcome benefit, but the service and features are what we are most pleased with. MeloTel gives us the capability to enhance our service to clients with features like “Find Me-Follow Me” which allows us to answer our main office lines from anywhere, at any time with our smart phones or soft phones. 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

Back