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October 17, 2017

Is Putting People On Hold Really All That Big A Deal?

Companies do it every day. No matter what business you call, you’re bound to be put on hold at some point, right? Yes, hold time is pretty much inevitable. However, there is a way to go about it that can truly make or break the customer relationship. Remember that, these days, consumers greatly cherish their experiences with the companies they do business with. What is the experience like when working with your company?

Do you ask your callers if they can be placed on hold?

Asking over telling makes a big difference. This wouldn’t be the first time we’ve blogged about this topic and it’s not likely to be the last. And that’s because, at MeloTel, we place great emphasis on providing excellent customer service. Asking a caller if he/she can be placed on hold is a sign of respect. As mentioned earlier, most people realize that hold times are inevitable during calls to businesses. This doesn’t mean their time should be taken for granted.

Again, there’s a big difference between “hold please” and “Can I please place you on hold for a minute while I look into that for you?” You’ll notice that the question includes a lot more than a simple request for permission. It’s also offers a timeline and a reason for the hold. Consumers like knowing what is happening while they’re on hold. It helps them to feel comfortable that their time isn’t being wasted.

Are you sticking to the timelines you’ve provided?

If you’ve asked your customer to hold for a minute, try not to take longer than a minute. It’s a trust thing. What may not seem like all that big a deal could be construed as a disregard for one’s time. If you feel your work is taking longer than originally expected, come back to the line and inform the caller that a few more minutes may be necessary. Again, ask if he/she doesn’t mind holding. To reiterate, it’s simply a strong sign of respect.

As well, we should underline the importance of informing the caller of what you’re doing. He/she should be confident that the hold time is necessary in order for you to complete the task. Perhaps, you require assistance from a supervisor or manager. Maybe you need to get up from your seat to personally look into something for your customer. No matter the reason for the hold, fill your caller in about it. It will help in keeping him/her patient and content.

Are you apologizing for the wait?

In keeping with the understanding that hold times happen often, it doesn’t mean that they are particularly enjoyed. Acknowledge that the time it took to address your caller’s request may have taken longer than expected. A simple, “thank you for holding, I apologize for the delay” is usually all that’s necessary to appease even the most impatient of customers. Make note that both a sign of gratitude and an apology is contained in that statement.

You know what also helps with hold times?

Custom hold music! For information about this fantastic feature that comes with 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!

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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"

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