Ask Agents to Stand Up When They Put Customers On Hold

1133

Here is an idea to demonstrate to agents how uncomfortable and long it feels for customers to be waiting on hold.

Ask agents to stand up any time they put a customer on hold. It is a great way to demonstrate just how long it feels to the customer and to encourage agents to resolve the issue as quickly as possible.

This action can also act as a visual cue to a supervisor that something is wrong, especially if they see an agent standing up for more than 5 minutes.

Another idea is to extend this practice to call quality exercises, where a manager or supervisor stands up for the time the customer was put on hold to help better understand the customer experience.

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

Connect with Megan on LinkedIn