New Hold Protocol
To ensure a smooth customer experience during support interactions, please follow the below guidelines for placing customers on hold:
Maximum Hold Duration: 90 seconds tops (1 min and a half)
Repetition Limit: Do not place the customer on hold more than 2 times in a single conversation.
If more time is needed: Return to the call, provide an update, and ask if you can place the customer on hold again.
Maximum Hold Duration: 90 seconds tops (1 min and a half)
Repetition Limit: Same rule โ avoid placing the customer โon holdโ more than 2 times in the same transaction.