Ask Agents to Stand Up When They Put Customers On Hold

EvaluAgent CX Hang Up on Voice Channel Masterclass box
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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

Published On: 23rd Feb 2016 - Last modified: 10th Dec 2020
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1 Comment

  • Couldn’t this be seen as ableist? I feel like it might cause a lot more tension than it’s worth. Surely people know that being on hold is not great for the customer experience, without being embarrassed in front of the rest of the team when they have to put someone on hold?

    Anonymous 23 Feb at 16:43