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How do you manage multiple calls or hold times on the phone?

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Managing multiple calls or hold times on the phone can be challenging for any customer service representative. You want to provide excellent service to each caller, but you also have to balance your time and resources. How do you handle this situation without compromising quality or losing customers? Here are some tips to help you master this skill.

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Bianca Durant

Property Manager @ Volunteers of America | Results-oriented, Detail-oriented

1 Plan ahead

Before you start taking calls, make sure you have everything you need to handle them efficiently. This includes a headset, a computer, a script, a CRM system, a call queue, and any other tools or information you may need. Review your goals, priorities, and policies for the day, and familiarize yourself with the most common issues or requests you may encounter. Having a clear plan and a well-organized workspace will help you avoid unnecessary delays or distractions.

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Bianca Durant

Property Manager @ Volunteers of America | Results-oriented, Detail-oriented
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Being prepared to handle calls is essential for providing excellent customer service. Having the necessary tools, reviewing goals and priorities, and familiarizing with common issues can help you stay focused and efficient. An organized workspace can help you avoid delays, confusion, or errors, leading to a more positive experience for the customer. Ultimately, being well-prepared can contribute to increased customer satisfaction and loyalty.

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2 Use proper etiquette

When you answer a call, greet the caller politely and introduce yourself and your company. Use a friendly and professional tone, and avoid slang, jargon, or filler words. Listen actively to the caller's needs, and repeat or clarify them if needed. If you have to put the caller on hold, ask for their permission first, and explain the reason and the expected duration. Thank them for their patience, and check back with them every few minutes. If you have to transfer the call, inform the caller of the name and department of the person you are transferring them to, and confirm that they are ready to be transferred.

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Bianca Durant

Property Manager @ Volunteers of America | Results-oriented, Detail-oriented
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Following proper phone etiquette is important as it demonstrates professionalism and respect for the caller. Greeting the caller politely, using a professional tone, and avoiding slang and jargon can create a positive first impression. Actively listening to the caller's needs and clarifying them if needed shows that you understand their concerns. Asking permission before putting the caller on hold, checking back every few minutes, and informing them of a transfer's details can help avoid confusion and show that you value their time. Overall, following these guidelines can create a positive phone experience for both you and the caller.

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3 Prioritize and multitask

Sometimes, you may have to deal with more than one call at a time. This requires you to prioritize and multitask effectively. Use your call queue to identify the most urgent or important calls, and handle them first. If you have a call that is taking longer than expected, or that requires more research or assistance, you may have to put it on hold and take another call. In this case, make sure you inform the first caller of the situation, and assure them that you will get back to them as soon as possible. Keep track of your calls, and follow up with them promptly.

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4 Handle difficult calls

Not all calls are easy or pleasant. You may encounter angry, frustrated, or rude callers who may test your patience and professionalism. In these situations, it is important to remain calm and respectful, and not to take their emotions personally. Try to empathize with their feelings, and apologize for any inconvenience or mistake. Focus on finding a solution , and offer options or alternatives if possible. If the caller becomes abusive or threatening, you have the right to end the call, but only after warning them and giving them a chance to calm down.

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5 Learn and improve

After each call, take a moment to reflect on what went well and what could be improved. Identify any areas where you need more training or support, and seek feedback or guidance from your supervisor or colleagues. Keep track of your performance and progress, and celebrate your achievements. Also, take care of your physical and mental health, and take breaks when you need them. Managing multiple calls or hold times on the phone can be stressful, but it can also be rewarding if you learn and improve your skills.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you manage multiple calls or hold times on the phone?

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3

4

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1 Plan ahead

2 Use proper etiquette

3 Prioritize and multitask

4 Handle difficult calls

5 Learn and improve

6 Here’s what else to consider

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