Hold Etiquette
Section 4: Customer Service Skills
Hold Etiquette: Why Permission and Gratitude Transform the Caller Experience
Being placed on hold is one of the most universally disliked aspects of calling any business. But the experience does not have to be negative. When agents ask permission before placing a caller on hold and express genuine gratitude when they return, they transform an interruption into a moment of courtesy. This small but powerful practice is a hallmark of professionally trained call centers.
- Callers who are asked permission before being placed on hold report significantly higher satisfaction than those who are placed on hold without warning.
- Thanking a caller for holding acknowledges their patience and resets the interaction on a positive note.
- Proper hold etiquette prevents the abrupt, impersonal feeling that leads callers to hang up or call back frustrated.
- Consistent hold practices apply equally to brief pauses, longer research holds, and call transfer scenarios.
Telecommunications research shows that the perceived length of a hold increases dramatically when the hold is unexpected. Callers who are asked 'May I place you on hold for a moment?' perceive the same hold duration as 30% shorter than callers who are placed on hold without notice. Additionally, the simple act of thanking the caller for holding when the agent returns creates a psychological 'reset' that restores goodwill and prepares the caller for a positive continuation of the call.
- Always ask for permission before placing a caller on hold, using courteous phrasing like 'May I put you on hold for a moment, please?'
- Thank the caller for holding immediately upon returning, before continuing with any information or questions.
- Keep hold times as brief as possible, and check back with the caller if the hold extends beyond 30 to 60 seconds.
- When transferring a call, inform the caller that they will be connected and frame the hold as part of the transfer process.
- Placing callers on hold abruptly without asking permission or explaining why, which feels dismissive and impersonal.
- Forgetting to thank the caller for holding when returning, missing an opportunity to restore goodwill.
- Leaving callers on hold for extended periods without checking back, which leads to frustration and hang-ups.
- Treating transfers as exempt from hold etiquette, when callers in transfer scenarios need the same courtesy and clarity.
AnSer agents follow a consistent hold protocol that starts with permission and ends with gratitude on every single call. Whether the hold is for research, a transfer, or a brief system check, callers always know what is happening and feel respected throughout. This attention to courteous detail is a small example of the larger philosophy that has defined AnSer's service for over 75 years.
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