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What happens when a call is held?

Frequently Asked Questions

What happens when a call is held?

When a call is placed on hold in a call center, the caller is temporarily disconnected from the agent while remaining connected to the call system. During this time, callers might hear music or pre-recorded messages, including information about the company, promotional content, or reassurances that their call is important and will be attended to shortly. The purpose of placing a call on hold is to allow the agent to consult with supervisors, look up information, or complete other necessary tasks to address the caller’s needs effectively. Call centers need to manage hold times efficiently to ensure that callers do not experience excessive wait times, which can lead to frustration and a negative perception of the company.

What happens when a call is held?

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