TLE 10

Contact Center Services

Contact Center Services
Quarter
4
Technology and Livelihood Education – Grade 10
Quarter 4 – Module 2: Hold Process (Asking Permission and Hold Estimates)
First Edition, 2020

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Published by the Department of Education - Schools Division of Pasig City

Development Team of the Self-Learning Module

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Management Team: Ma. Evalou Concepcion A. Agustin
OIC-Schools Division Superintendent
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Pasig City
 TLE 10
Contact Center Services

Quarter 4
Self-Learning Module 2
Hold Process
(Permission and Hold Estimates)
Introductory Message

For the Facilitator:

Welcome to the Contact Center Services 10 Self-Learning Module on Hold

Process (Asking Permission and Hold Estimates)!

This Self-Learning Module was collaboratively designed, developed and

reviewed by educators from the Schools Division Office of Pasig City headed by its
Officer-in-Charge Schools Division Superintendent, Ma. Evalou Concepcion A.
Agustin, in partnership with the City Government of Pasig through its mayor,
Honorable Victor Ma. Regis N. Sotto. The writers utilized the standards set by the K
to 12 Curriculum using the Most Essential Learning Competencies (MELC) in
developing this instructional resource.

This learning material hopes to engage the learners in guided and independent
learning activities at their own pace and time. Further, this also aims to help learners
acquire the needed 21st century skills especially the 5 Cs, namely: Communication,
Collaboration, Creativity, Critical Thinking, and Character while taking into
consideration their needs and circumstances.

In addition to the material in the main text, you will also see this box in the
body of the module:

Notes to the Teacher

This contains helpful tips or strategies that
will help you in guiding the learners.

As a facilitator you are expected to orient the learners on how to use this
module. You also need to keep track of the learners' progress while allowing them to
manage their own learning. Moreover, you are expected to encourage and assist the
learners as they do the tasks included in the module.
 For the Learner:

Welcome to the Contact Center Services 10 Self-Learning Module on Hold

Process (Asking Permission and Hold Estimates)!

This module was designed to provide you with fun and meaningful
opportunities for guided and independent learning at your own pace and time. You
will be enabled to process the contents of the learning material while being an active
learner.

This module has the following parts and corresponding icons:

Expectations - This points to the set of knowledge and skills

that you will learn after completing the module.

Pretest - This measures your prior knowledge about the lesson

at hand.

Recap - This part of the module provides a review of concepts

and skills that you already know about a previous lesson.

Lesson - This section discusses the topic in the module.

Activities - This is a set of activities that you need to perform.

Wrap-Up - This section summarizes the concepts and

application of the lesson.

Valuing - This part integrates a desirable moral value in the

lesson.

Posttest - This measures how much you have learned from the
entire module.
 EXPECTATIONS

At the end of the learning period, the student should be able to:

1. Enumerate the reasons of putting a call on hold;

2. Understand how to put the call on hold accordingly; and

3. Value the essence of asking permission and giving honest call hold
estimates

PRETEST

Direction: A. Place a checkmark (✓) on the statements showing the reasons of

putting a call on hold. Write your answer on the space provided before each number.

__________1. to finish a snack

__________2. to make time in pulling out customer’s details

__________3. to confirm information from the supervisor

__________4. to have leisure chat with workmates

__________5. to let the irate customer wait for a longer time

__________6. to execute web-based troubleshooting tips

__________7. to update a lengthy or complex transcript

Direction: B. Read each statement carefully. Encircle the letter of the best
answer.

1. Which of the following refers to the approximate length of time a call center
agent will place a customer on hold?
a. barred calls c. hold estimates
b. hold calls d. hold frequency

2. The hold request should start with _________.

a. asking permission c. providing reasons
b. giving estimates d. sincere apologizing

3. What is the average hold time for a call?

a. 2 minutes c. 6 minutes
b. 4 minutes d. 8 minutes
 RECAP
Directions: Give at least 3 points to remember in answering and talking through the
telephone. Write your answers on the blanks provided.

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

LESSON

HOLD PROCESS
(Asking Permission and Hold Estimates)

Have you tried calling a call center hotline and eventually been put on hold?
For how long? How do you feel while your call is on hold?

One of the causes that a customer becomes annoyed or irritated while

contacting the company through phone calls is being put on hold. Being a call center
agent, you should know when and how to put the call on hold. The following are
some instances that you may deem necessary to put the call on hold.

1. to make time in pulling out customer’s details

2. to confirm information from the supervisor or other department
3. to execute web-based troubleshooting tips
4. to update a lengthy or complex transcript

I. Permission Before Placing Customers On Hold

Due to the reasons above, it is sometimes necessary to put the call on hold.
Customers tend to become upset particularly if they have waited for a longer time on
call queue before being able to speak to an agent. It is a must to ask permission
before placing the call on hold. One of the important considerations in doing so is
knowing how to do it the better way. You can do it properly by:

1. Apologize and notify the customer that you will put the call on hold

Always begin the hold request with an apology. It allows the customer
to know that putting his/her call on hold might be necessary to have his/her
concerns be properly dealt with though it is not your ideal way of servicing
him/her.
 2. State the reason why you need to do so

Providing the reason for putting the call on hold helps the caller to
understand what an agent should do to resolve the issue he/she raised.
Explaining would be of great help especially if you are going to take a long
time.

3. Ask permission before placing the caller on hold.

Asking permission shows that you are showing respect. You are
recognizing that the caller is a valued customer and that it shows he/she is
in control of the call.

II. Hold Estimates

Hold estimate refers to the approximate length of time a call center agent will
place a customer on hold. This can be to check or confirm information, refer to an
associate or seek approvals.

Hold time estimates vary. Some provide longer than the expected actual time
while others give a realistic time. Giving hold estimates may differ on the policy of
the companies. There are some who provide longer hold estimates and beats it by
picking up the call immediately. However, it must be noted that customers value
accuracy over exceeding the expectations.

Whichever it is, it is your responsibility as an agent to provide hold estimates

as close to the actual time it will last.

Among the factors to be considered in giving call hold estimates are:

1. Call queue
2. Approximate length of the call
3. Number of agents available to take the call
4. Estimated time the customer is willing to wait

Once the customer is on hold, make it brief – no longer than two (2) minutes.
If it takes longer, get back to the customer and inform him/her of the status.

Sample script on putting a call on hold:

“My apology, it may take us a moment to pull out your information.

Apology Reason

May I put you on hold for 2-3 minutes?”

Asking Permission
Reminders:

1. Some companies do not allow the use of the word "hold". Instead, fresh word
choices are encouraged.

The word “hold” seems negative for customers especially to those who
already waited a long time while listening to repetitive music and ads of the
company before speaking with an agent. If you are to put the caller on hold
for various reasons stated above, it is advisable to address the need for hold
in a fresh, sincere and not robotic way.

Sample script for putting a call on hold with fresh word choice

“Bear with me for a moment while our system finishes processing your
information …..”

“Alright, this will only take a moment…”

“Give me just a moment while I update that for you…”

2. Do not interrupt a caller in while he/she is talking to put him/her on hold. Wait
for a pause in the conversation.

ACTIVITIES

SCRIPT WRITING
Direction: Write three (3) scripts on putting a call on hold considering each
requirement. Write your answers on the space provided after each number.

Activity 2.1

It should contain the elements of apology, reason and asking permission. Include
the call hold estimates in your script.

1.

2.

3.
Activity 2.2
Avoid the term “hold”. Use fresh word choice instead.

1.

2.

3.

WRAP-UP

Quick write!
Direction: In less than five (5) sentences, summarize the key ideas that you have
learned. Write your answers on the blanks provided.

_________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

VALUING

Why is it important to ask permission before putting a call on hold and to

give an honest hold estimate? Write your answers on the space provided.

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
 POSTTEST

FILL IN THE BLANKS

Direction: Complete the statements below by filling the blanks. Write your answer
on your notebook.

1. ________________refers to the approximate length of time a call center agent

will place a customer on hold?

2 . The first step in putting the call on hold is ___________ and notifying the
customer that you will put the call on hold.

3-5. Spiels in putting the call on hold should include the three elements,
namely __________________, __________________ and ________________.
POST TEST ACTIVITIES
1. Hold Estimate Answer varies.
2. Apologizing
3-5. Apology, reasons and asking
permission
RECAP
Any of the following:
Answering the telephone
• Use professional greetings
• Include the agent’s name at the beginning and
ask how can be of assistance
• Be warm and enthusiastic
Talking on the Telephone
• Add smile to your voice
• Pronounce the words clearly
• Avoid using slang or buzz words and fillers
• Take the details completely and accurately
PRETEST
A.
✓ 2. to make time in pulling out customer’s details
✓ 3. to confirm information from the supervisor
✓ 6. to execute web-based troubleshooting tips
✓ 7. to update a lengthy or complex transcript
B.
1. C
2. D
3. A
KEY TO CORRECTION
 References

5 Important Steps To Properly Placing Customers On Hold. (2017, April 26).

Retrieved June 07, 2020, from https://melotel.com/5-important-steps-
properly-placing-customers-hold/

8 Rules for an Effective On Hold Message Script - Comm100 Blog. (2020, January
06). Retrieved June 07, 2020, from https://www.comm100.com/blog/on-
hold-message-script.html

Bucki, J. (2018, October 09). Professional Tips on How to Put a Call on Hold.
Retrieved June 07, 2020, from https://www.thebalancesmb.com/how-to-
professionally-put-a-caller-on-hold-2533546

Call Center 101 : Putting Customers on Hold. (n.d.). Retrieved June 07, 2020, from
https://www.welive2care.com/2009/06/30/call-center-101-putting-
customers-on-hold/

CX Central. (2019, January 25). What is Hold Time in call centres and why do
agents really use it? Retrieved June 07, 2020, from https://cxcentral.com.au/
glossary/hold-time/

DAlleva, M. (2018, December 04). Top 11 Reasons Why Call Centers Have Holds:
SAS. Retrieved June 07, 2020, from https://www.specialtyansweringservice.
net/top-11-reasons-why-call-centers-have-hold-times/

Department of Education. “Module 4 : Delivering Quality Customer Service.” In K-

12 Technology and Livelihood Education Learning Module - Contact Center
Services, pp. 232-233, n.d.