Subject: Hold time and mute
From: Akhil P Walia <[email-masked]>
To: philippines <[email-masked]>
Date: Tue, 27 Nov 2012 01:34:15 +0530 (IST)

Hello 

We have audited several call recordings and found agents do not place the customer on hold/mute and the customer can hear all the background noises. The fact that the customer is placed on long hold with all the background noise is very unprofessional. First of all, long hold times are not acceptable and if for some reason it is taking the agent time to look for information, he/she has to keep coming back to the customer every two minutes and apologize for the wait and inform it is taking some time. Wait time must never exceed two minutes in one go. Please make sure that these simple guidelines are followed in all the processes. 

Secondly, there are agents who place customer on hold for 7 minutes just to tell customer please go to blog on xyz.com and look for information. 
This is not acceptable. 

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Regards , 
a kh ! L