Reclaiming My Time- Hold Time

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Across
  1. 1. This skill can eliminate using the hold feature, it's definition is to deal with more than one task at a time; like talking and typing.
  2. 4. Instead of using hold, use the time to have conversation with the customer and to build ___.
  3. 6. True or False: It is ok to place a customer on hold to enjoy a snack.
  4. 7. When needed, the maximum amount of hold time is ___ minutes per instance.
Down
  1. 2. To minimize the amount of hold time used when researching different policies and procedures, bookmark frequently used articles in ___ Base
  2. 3. The following formula is used to calculate what? (Talk Time + ACW + Hold Time)/ Total Calls Handled
  3. 5. This metric has a current goal of 88%, and hold time is factored into calculating it.