When to utilize call waiting?
If the business is busy, call waiting is a very useful service. Before putting customers on hold, you can answer the calls and offer preliminary services. This includes greeting the customer, finding out the issue, then determining where the call must be forwarded to. Prior to the call being forwarded, you can provide the agent with information from the customer, insuring that the time that the customer has to be on hold is as short as possible.
High call season help- Holding several lines can also be beneficial during high call seasons. You do not want to lose out on customers due to not picking up phone calls. Having call waiting will allow you to answer and put several people in line. It may also allow you to find other agents to be able to help with the calls.
Holding for emergency calls- It can also help when you need emergency calls to go through. For example, if you need to answer a time sensitive question for an employee, you can put a non-emergency call on hold for a few seconds to a minute in order to provide essential service information. Using call waiting to pick up on high-level phone calls is a service that your business will need.