The Most Reliable & Trusted
VOIP Service Provider
in Canada
March 14, 2018

Making Or Breaking The Customer Experience Through Hold Time

We’ve devoted numerous blogs to the concept of hold time. And, in case, you’re wondering why, please know that hold time is no minor facet of your customer service practices. A 2015 Consumer Reports study found that 66 percent of the 1,016 adults surveyed found long waits on hold to be highly annoying.

The way we see it, putting people on hold is inevitable. But the customer experience doesn’t have to be poor because of it. In fact, at MeloTel, we believe that placing customers on hold provides opportunities to better customer relationships. As mentioned, hold time is bound to happen. It’s all about how you place a customer on hold than can make or break the customer experience.

Are you asking for permission?

Making the simple request is the first to initiating a hold time that won’t frustrate your caller. All too often, a customer service representative will spurt out a “hold please” or a “give me a moment” without actually waiting for an acknowledgement from the person on the other line. And, arguably, the worst form of hold time is the type that comes at the very beginning of the call.

Have you ever called up a company to hear, “Hello, hold please.”? The word “annoying” doesn’t even cut it. The appropriate way to place a caller on hold is to simply ask if it’s okay. “May I place you on hold for a minute or two while I check into that for you?” Await a response. Chances are you’re never going to be refused your request. Your request shows respect. It also includes another important facet of excellent customer service.

Are you providing a timeline?

You’ll notice the request example included a timeline of one to two minutes. This is integral to a pleasant holding experience as it doesn’t keep the caller sitting and wondering when the phone agent will be back on the line. Be sure to stick to the timeline given and don’t forget to come back to the line if you need more time.

The entire process may actually take longer because of your coming back to the line to ask for more time, but it will ensure that the mood of your customer remains pleasant. People appreciate being informed. They also appreciate knowing that you’re actually working for them, haven’t forgotten them and are trying to locate appropriate solutions.

Are you thanking your callers?

When you come back to the line, it’s important to show your appreciation for the caller’s patience. Even if it took you no more than ten seconds, it certainly doesn’t hurt to say, “Thanks for holding, I apologize for keeping you waiting.” You’ll notice that the show of gratitude also comes with an apology. There’s nothing like saying sorry to maintain a strong relationship. It’s a simple acknowledgment that your caller may have been inconvenienced.

Yes, hold time is a bigger deal than you may think. How you handle it will make all the difference in your customer service levels. Of course, it also pays to use a VoIP-based phone system that offers Custom Hold Music! For information about MeloTel’s cloud-hosted Commercial Phone Services, 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