Placing callers on hold sends a clear message that something else is more important than them. That's why many callers hate being put on hold as much as being transferred. They fear getting disconnected, forgotten, or disrespected. While placing callers on hold cannot always be avoided, there are best practices that minimize frustration and keep the customer engaged.
Here are the top 5 tips for placing callers on hold the right way -- so you keep their trust and capture the job.
Listen First Before Placing Callers on Hold
The most jarring thing you can do when answering a call is to say your greeting and immediately follow it with "Please hold." The caller is momentarily relieved that someone picked up, but their excitement quickly disappears when they realize you don't care about their reason for calling.
Maybe the request is simple, such as "Mary Smith, please" or "I have a billing question." With a few keystrokes and a professional hand-off, you can send them on their way without making them wait on hold for several minutes.
Alternatively, the call could be urgent or even an emergency. Don't automatically place someone on hold -- they may have a time-critical situation. Use putting callers on hold as your last resort. Listen to what they say, then determine your next step.
Ask Permission, Don't Just Tell Them to Hold
Even when you intend to place callers on hold, don't tell them -- ask. Saying "May I place you on hold for a moment?" is much better than "Please hold." In most cases, the caller will agree if you ask politely.
This small change shows respect and keeps the conversation professional. Home service customers who call HVAC companies or plumbers often have urgent issues. Asking permission acknowledges that their time matters.
Respect the Caller's Answer
Some callers won't agree to being placed on hold. This puts you in a difficult situation, but since you asked and they declined, don't place them on hold anyway.
Perhaps their call is urgent and time on hold could cause problems. Maybe their cell phone battery is low, or they're about to drive out of coverage. A few minutes on hold could mean a lost customer.
If there's no legitimate reason for their refusal, explain why the hold is necessary. If the call must be transferred, you can't accomplish that without a brief hold. If you need to leave your workstation to look something up, a hold will speed both of you toward a resolution.
Give Progress Updates to Callers on Hold
Once you've received permission to place them on hold, don't leave them indefinitely. Give progress updates if they'll be on hold for over a minute or two. Let them know what's happening -- the person they need is still on another call, or you're still researching their question.
This reassurance reduces frustration and keeps them from hanging up. Occasionally, when you check back in, you'll find they've already disconnected. At least you know they're no longer waiting and you can move to your next caller.
Make a Smooth Hand-Off After the Hold
If you need to transfer their call to another person or department, putting them on hold is one step in that process. Best practice is to:
- Inform the caller you will transfer them
- Provide information about who they'll be connected to
- Explain how the transfer process works
- Thank them for their patience
- Make a smooth transfer and confirm they are connected
A clean hand-off leaves the caller feeling valued and keeps the interaction professional.
Reduce Hold Times with a Professional Live Answering Service
Following these five tips helps you use the hold button skillfully and improve caller satisfaction. But the best way to reduce hold times is to make sure every call gets answered by a live person in the first place.
emvia's live answering service handles your overflow calls so customers never sit on hold waiting. Whether you run an HVAC business, a roofing company, or a landscaping crew, our trained agents answer calls, book appointments, and dispatch emergencies -- 24/7.
See how emvia reduces hold times and captures more calls -->