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Hold procedures

QuestionAnswer
How do I place a call on hold? I must only use the CTIOS hold feature. * I may not use the mute button, nor unplug the headset.
How do I transition to lengthy research which requires that the taxpayer be placed on hold? I will advise the taxpayer of reason for needing to place them on hold and solicit their agreement.
What must I tell the taxpayer after I have gained their agreement to place them on hold? I will reiterate why I am placing them on hold, and I will also give them an estimated hold time of approximately 8 minutes.
What should I say to a taxpayer that I am having to place on hold multiple times during the research phase? Apologize for the need to continue them holding, assure them that it will help to get them on their way to resolving their issue, reiterate the reason for the hold, and provide them with the anticipated hold time of another 5 to 8 minutes.
Created by: pobox1u4p
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