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Why You Should Avoid Putting Customers on Hold

If you’re a new call center representative, it won’t be long before you find yourself having to put a customer on hold. Doing so can give you time to research the proper answer to the question they might be asking, thus increasing their customer satisfaction. But the truth is that it’s best to avoid putting customers on hold whenever possible. Here’s why.

Why You Should Avoid Putting Customers on Hold

You should avoid putting customers on hold whenever possible. Here are some ways you can avoid doing so.

Causes Customer Frustration

The number one reason why you do not want to put a customer on hold is because it could frustrate them. Depending on the nature of the service you provide, there’s a good chance that they are frustrated that they even have to make the call. They may have had to wait a good while before they could hear an actual human voice. If you put them on hold, you stand the risk of frustrating them even further.

The best policy is to avoid putting customers on hold altogether. If your business is currently experiencing call overflow, one of the best solutions is to consider hiring an answering service. In this way, you can avoid putting more customers on hold. You will also be able to rest assured your money is going to good use; they typically charge by-the-minute, meaning you only pay when using their services.

Still, sometimes you have no choice but to put a customer on hold.

How to Put Them on Hold Politely

When you find yourself confronted with a situation where you have to put a customer on hold, follow these best practices for great customer service:

  • Ask for their number so you can call them back in the event that they become disconnected
  • Give them a reason why you’re putting them on hold
  • Ask if it’s okay to put them on hold, rather than telling them you will do so
  • If you can, estimate how long the hold will take

Remember: people call into a business because they want an immediate solution to their problem. There is no better way to do that than through a phone call (besides, of course, a face-to-face conversation). This is why inbound call center will remain relevant even with the popularity of customer service solutions like email or chat.

As a call center representative, you should do everything in your power to avoid putting customers on hold. But if you must, take the utmost care that you do so politely.

Contact TeleRep Today!

If you are ready to install a call center service for your business, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on FacebookTwitterLinkedIn, and Pinterest.


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