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How long should a call agent hold their customer online for.
- 10 Answers
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Answers were Sorted based on User's Feedback
Answer / kamaljeet singh
First hold only 30 sec. and then immediately unhold the
customer.
second hold only 1 min. and then immediately unhold the
customer.
But it all depends on agent knowledge and customer quiries.
| Is This Answer Correct ? | 28 Yes | 1 No |
Answer / anil goyal
It's all depends on call's agent's knowledge about his product.
| Is This Answer Correct ? | 10 Yes | 3 No |
its depends on customer satisfaction and knowledge
| Is This Answer Correct ? | 4 Yes | 0 No |
Answer / sunny toor
100 sec for First Go after promising to be back in 120
sec...Digin resources.. Second Time if required.. 180 sec...
Unhold by170 sec while consulting your SME... Elaborate and
keep cust updated of what you are doing or digging.. Never
blame Resources however brief cust as in what all is running
in your mind and gain confidence.. Third time If required
inform that you will be keeping them on mute while you
research so that in case cust need to inform or go or asks
for call back you are there to listen..
| Is This Answer Correct ? | 1 Yes | 1 No |
Answer / akshay saha
per hold should be of 45 sec...not more than this...whether you have knowledge or not you cant put on hold for more than 45 sec as per rule...
| Is This Answer Correct ? | 0 Yes | 1 No |
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