How To Put Someone On Hold?

Ivy had been dreading this call all morning. As the office manager of a busy medical clinic, she needed to resolve a billing issue with their insurance provider – a task that typically meant long hold times and frustrating transfers. What she experienced next would completely change her perspective on how to put someone on hold, and ultimately, how she trained her own staff.

The Call That Changed Everything

“Thank you for calling Premier Insurance, this is Michael, how may I assist you today?”

Ivy explained her situation, and what happened next surprised her. Instead of the abrupt “please hold” she was accustomed to, Michael said, “Ivy, I understand this billing issue is important to resolve. I’ll need about two minutes to access your account and review the details. Would you mind holding while I do that?”

She agreed, and what she heard next wasn’t just any generic hold music – it was a carefully selected classical piece that immediately helped ease her anxiety about the billing issue. The soothing melody, combined with clear, informative messages about new insurance features, made the brief wait feel surprisingly pleasant.

A Style for Every Business Personality

During her wait time, Ivy realized how the right music could transform the entire hold experience. As a healthcare professional, she knew different patients responded to different approaches. The same principle, she discovered, applied to hold music:

Classical Elegance

Perfect for professional services, healthcare, and financial institutions. Classical music is scientifically proven to:

  • Enhance cognitive processing
  • Reduce caller anxiety
  • Create an atmosphere of expertise and authority
  • Present a sophisticated brand image

Jazz Innovation

Ideal for creative businesses, boutiques, and modern enterprises. Jazz music offers:

  • Upbeat, conversational atmosphere
  • Positive energy and engagement
  • Unique brand personality
  • Contemporary yet timeless appeal

Contemporary Connection

Suited for retail, technology, and service industries. Contemporary music provides:

  • Stress-reducing qualities
  • Familiar, comfortable atmosphere
  • Positive emotional response
  • Modern brand association

Country Comfort

Excellent for local businesses, community services, and traditional enterprises. Country music delivers:

  • Relatable storytelling elements
  • Empathetic connection
  • Engaging rhythms
  • Authentic, down-to-earth appeal

The Lesson Learned

That evening, Ivy gathered her clinic’s staff to share her experience and implement new hold procedures. Here’s what they learned about how to put someone on hold properly:

1. The Permission Approach

  • Ask if the caller minds holding
  • Provide a time estimate
  • Explain the reason for the hold
  • Thank them for their patience

2. The Professional Process

Before putting someone on hold:

  • Take notes about their inquiry
  • Have necessary tools ready
  • Set a mental timer
  • Plan your next steps

3. Time Management

  • Keep initial holds under 2 minutes
  • Return to provide updates
  • Offer callbacks for longer waits
  • Thank callers for waiting

Common Hold Mistakes to Avoid

Sarah’s team identified these frequent errors:

  • Putting callers on hold without asking
  • Leaving callers in silence
  • Forgetting how long someone’s been holding
  • Not explaining why a hold is necessary
  • Returning without the needed information

The Technical Side of Hold Success

Implementing proper hold procedures requires:

  • Reliable hold system functionality
  • Clear hold music and messages
  • Easy transfer capabilities
  • Quality audio equipment
  • Regular system maintenance

The Results of Better Hold Practices

After implementing these changes, Ivy’s clinic saw:

  • 40% reduction in complaints
  • Increased positive feedback
  • Better staff-patient relationships
  • Improved phone efficiency
  • Higher patient satisfaction scores

Professional Hold Solutions

To truly transform hold time into a positive experience:

Professional Voice Recordings

    • Clear, friendly greetings
    • Informative messages
    • Consistent brand voice

Quality Hold Music

    • Appropriate volume levels
    • Professional selections
    • Clear, static-free audio

Regular Updates

    • Fresh content rotation
    • Current information
    • Seasonal messages

Don’t Let Another Call Turn Into a Lost Opportunity

Just like Ivy’s clinic, you can transform your caller experience from a potential point of frustration into a powerful connection opportunity. Take the first step today:

Get Your Free Hold Experience Assessment

Call 1-888-466-4653 now and discover:

  • Where your current hold process may be losing customers
  • Custom solutions tailored to your business needs
  • Professional implementation strategies
  • Staff training opportunities

Our professional service includes:

  • Expert voice recordings
  • Custom music selection
  • Message scripting
  • Technical setup support
  • Comprehensive staff guidelines

Learning how to put someone on hold properly isn’t just about good manners – it’s about protecting your business reputation and maximizing every customer interaction. Contact us at 1-888-466-4653 or visit www.onhold.on.ca to transform your hold time into a powerful marketing tool.

Remember: Every call is an opportunity. Make sure you’re making the most of yours.

Add some life to your phone system

We can help you add some professionalism to your auto-attendant system or better market your special offers to callers who are waiting on-hold.

Get a Quote

or call 1-888-466-4653