Every single one of us has been put on hold in our lives – several times over. It’s a natural part of life. We make calls, we get asked to be put on hold, we wait and then someone eventually picks up. It isn’t a big deal, right?
Well, in today’s “get things quickly” world, being put on hold is a bit of bigger deal than it used to be. We’re a lot more used to having things done immediately these days. The internet is a big reason for that. Not only can we attain useful information with the click of a few keys on our smartphones, but we can also access music and videos in ways that were once unheard of. There’s a reason why video rental shops and music retailers are either completely out of business or are heading there fast.
People expect to get what they want NOW!
The entire on-hold process is regarded a bit differently because of our modern-day association with getting things quickly. So, business owners and the phone agents that work for them need to be mindful that their callers are expecting expeditious service. It’s not good enough to simply say “hold please” to someone who calls your business. To ensure that all of your potential customers know that their time isn’t being wasted, it’s wise to implement some courteous acts.
It all begins with asking – not assuming.
“May I please place you on hold for just a minute while I look into that for you?” is an ideal way to initiate the hold process. “Hold please” is just not going to cut it. Firstly, it’s imperative that your caller is made aware that he/she won’t be wasting his/her time waiting for longer than necessary. You’ll notice that the above written hold request has two important components:
- It kindly requests permission. It asks the caller to be placed on hold instead of demanding that he/she wait.
- It gives a timeframe. People don’t generally have problems with waiting for “just a minute”. If you’re going to be longer than the timeframe given, be sure to come back to the line and inform the caller. This measure of respect and courtesy will go a long way in boosting customer satisfaction.
On Humanity.com, David Galic lists the act of asking callers to be placed on hold as one of his five most important rules of proper telephone etiquette. He points out, however, that asking is not enough. “Wait for the person to respond,” he advises, “It’s important to make sure you have initiated the conversion and confirmed that you are there for them. If you ask politely if you can put them on hold for a few moments, most customers will say ‘sure.’ Be sure to use that approach if it’s indeed necessary.”
At SIClytics.com, we know how important it is for business owners who employ phone agents to ensure that top-notch customer service is always being provided. We offer Telemarketing Reporting services that help you to track telemarketer progress and results as well as Live Call Monitoring services that enable you to listen to the calls being taken by your telemarketers live and as they happen!
For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.