I worked in a call center for quite a while now handling technical support. My calls would always require me to open up at least 5 systems on the average while I check on my resources. During the course, I can't help but put the caller on hold who happen to be a little frustrated already because of having to be waiting on queue, aside from the problem he is experiencing with the service.
The best method I found most effective to avoid having the caller get more aggravated are the following:
- Explain to the customer why you have to place them on hold. Making them aware that you are working on a solution to the current issue pacify their frustration.
- Ask permission which should include the length of possible time that they will be put on hold.
- Wait for their response and thank them before pressing the hold/mute button.
- If it will take you longer than expected, go back to the customer and ask for an extension.
- When you finally get back to the customer, either thank them for holding or ask them for apology for the long wait.
- Explain whatever result you have gained while they were waiting. Be it a futile attempt, let it be known to them. Then offer a last recourse, if needed.
As a call center representative, we need to find smart ways to handle all our calls in every situation..So what about you, do you have your own smart way of putting them on hold? Let us know. Drop uour thoughts here on the comments section.
1 comment:
customers usually are ok to be put on hold as long as you ask for their permission and inform them the length of hold time. just say "can i put you on hold for 1 min while i...". it almost always works.
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