Call Hold

Explanation:

Call hold refers to the practice of temporarily suspending a customer's call while the agent either retrieves information, consults with another team member, or waits for system processing. During hold, the customer typically hears music, pre-recorded messages, or silence.

Best Practices:

• Inform the Customer: Always inform the customer that they are being placed on hold and explain the reason, so they know what to expect.
• Set Time Limits: Try to keep hold times as short as possible to prevent customer frustration and potential call abandonment.
• Offer Alternatives: Provide customers with the option to leave a voicemail or request a callback if hold times are expected to be long.
• Monitor Hold Times: Regularly track hold times to identify patterns and ensure that customers are not left waiting unnecessarily.

How Daktela Can Help:

Daktela's call center software allows agents to place customers on hold with the ability to customize hold music or messages to improve the customer experience during wait times. The system also provides real-time tracking of hold times, allowing supervisors to monitor and intervene if hold times become excessive. Additionally, Daktela's callback functionality ensures that customers can request a callback instead of waiting on hold, improving overall customer satisfaction.