5 Tips for Placing Callers on Hold and Keeping Them Happy
September 3, 2025 - 4 min. read
When a call center agent places a customer on hold, a routine procedure also becomes a moment that can either build trust or break it. The way agents handle these interactions directly impacts the customer experience journey and reflects your brand's commitment to genuine service.
At Emvia, we understand that exceptional customer experience isn't solely about solving problems. It's also about how you make people feel during every touchpoint. Whether you're a call center agent handling calls directly, a call center manager training your team, or a CX leader evaluating BPO service providers, these principles create impact across every level of your organization.
From managing an inbound call center in-house to scaling remote customer service operations through outsourcing, the same truth applies: empathy and efficiency go hand in hand.
Here’s how to transform a simple "please hold" into a moment that reinforces your commitment to customer-first service.
1. Listen First, Act Second
Never lead with "Please hold." That's the fastest way to signal that something else matters more than your caller. Instead, take a moment to understand their request. It could be as straightforward as a directory inquiry or as urgent as a time-sensitive issue.
This approach isn't just courteous… It's smart call center management. By listening upfront, agents can often resolve simple requests immediately, reducing handle time and improving satisfaction. For urgent matters, immediate attention prevents escalation and demonstrates your business values customer needs.
2. Ask for Permission, Don't Demand Patience
Transform "Please hold" into "May I place you on hold for just a moment?" This small change makes a significant difference in how customers perceive the interaction. When agents ask rather than tell, they maintain a collaborative relationship that feels respectful rather than transactional.
Most customers will agree when asked politely. It's a simple way to keep the customer experience strategy focused on partnership, not imposition.
3. Honor Their Response
If a customer declines to hold, respect that decision. They might have a weak signal, limited time, or an urgent situation that can't wait. As a customer service representative remote or in-house, honoring their preference shows that you're truly listening.
When holding is unavoidable—such as for transfers or research—explain why it's necessary. Transparency builds trust and helps customers understand that the brief wait ultimately serves their needs, not your convenience.
Ready to deliver the empathetic, efficient service your customers deserve?
Talk To An Expert4. Keep Them Connected with Progress Updates
Never leave customers in silence for more than a minute. Call center quality management best practices recommend regular check-ins that acknowledge their patience and provide status updates. Let them know you're still working on their request, whether you're waiting for a specialist or researching their account.
These updates prevent hang-ups while reinforcing that the customer remains your priority throughout the interaction.
5. Execute Seamless Handoffs
When transferring calls, set expectations clearly. Explain who the customer will speak with, why this person can best help them, and what to expect next. Thank them for their patience, ensure the transfer connects properly, and when possible, provide a brief introduction to the receiving agent.
A smooth handoff demonstrates professional escalation management and maintains momentum in the customer experience journey.
Why These Moments Matter for Your Business
In today's competitive landscape, every interaction shapes customer loyalty. Poor hold experiences can damage relationships that took months to build. That's why forward-thinking companies partner with BPO companies that understand the connection between great customer experience and business growth.
Business process outsourcing (BPO) can bring significant cost savings, yes. But BPO services are also about accessing specialized expertise in CX strategy and call center consulting that elevates every customer touchpoint. The right BPO service provider brings trained agents, proven processes, and the technology infrastructure needed to deliver consistent, empathetic support.
Emvia: Where Technology Meets Empathy
We've spent over 40 years perfecting the balance between operational efficiency and genuine human connection. Our business process outsourcing services span multiple industries, from healthcare BPO to legal translation services, because we understand that exceptional CX requires both technical expertise and cultural sensitivity.
As your BPO service provider, we become a seamless extension of your team and your partner in delivering a better CX across every channel. Our agents use advanced BPO software and proven methodologies to ensure that even routine moments like placing customers on hold become opportunities to strengthen relationships.
Our approach combines:
- Remote customer service capabilities that scale with your needs
- Call center agents trained in empathetic communication
- Automated solutions that eliminate friction without removing the human touch
- End-to-end customer experience optimization across all channels
Ready to Transform Your Customer Experience?
Every customer interaction—from the first hello to the final thank you—is an opportunity to demonstrate your values. When you partner with Emvia, you're not just outsourcing customer service; you're investing in a customer experience strategy that puts people first.
Get in touch today to see how comprehensive BPO solutions can help.
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