23-05-2011, 10:20 AM
2
Re: Being Put on hold!
I have worked within a call center enviroment for most of my working life and understand what you mean, in my case I ask my people to only put a client on hold when handing over to another department and this is only done when the client is happy to be on hold as the department advisor you are handing over to may need certain details as to account number, details of request, solution offered prior to handing over.Customers should be told every 30 secs or so that the advisor is still with them and is it still OK to hang on.
We also hate the hold music as much as the client, but it is better than dead air, you may hangup thinking you have been disconected/
We give KPI (Key Performance ndicators). Targets, that include call handling time, hold time ect. So advisors are well aware of hold times.
Personally I like advisors to work to a long call that sorts everythingouton one call, this cuts out repeat calls, This means a happy client and a satisfied advisor.
Sorry to go on but hope this helps understanding.
Adrian.
23-05-2011, 08:25 PM
3
Re: Being Put on hold!
Being put on hold seems to be the norm unfortunately. It's rare to reach a live person when you first call, and I hate listening to long descriptions of menu options then having to push buttons. The government of Canada 'help' lines are awful to navigate, but once you reach someone they are generally helpful.
10-06-2011, 10:21 AM
5
Re: Being Put on hold!
It is so frustrating when you finally get through to a person only to be put on hold, how long do you sit there before you finally give up and have to put the phone down because you know you are not being transferred to anyone, or you have been forgotten. I work on the phones all day and it does not make it any easier|
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