10. Always check with the caller every 20 to 60 seconds when you place them on hold and if you know they’re going to have to hold for too long take their details and call them back once you can continue with the call.
Most people have experienced being placed on hold and feeling close to giving up and hanging up. Allot of people will just get fed up and hang up. Even if the caller is happy to hold they may change their mind. They may prefer to speak to someone else or to just leave a message. This is why you have to keep checking on the caller.
Sean Bland, Frontline Telephone Answering Service
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