What is the maximum time a customer should wait on hold before checking back with them?

There is no one-size-fits-all answer to this question, as the maximum time a customer should wait on hold before checking back with them will vary depending on the specific situation and business. However, there are some general guidelines that can be followed.

As a general rule of thumb, it is best to check in with a customer after no more than 2-3 minutes. This is because people tend to become impatient after waiting on hold for more than a few minutes, and may start to feel like their time is not being valued.

However, there are some cases when it may be acceptable to let a customer wait on hold for longer than 3 minutes. For example, if the customer is aware that there will be a long wait, or if they are willing to wait in order to speak to a specific person, then it may be acceptable to let them wait for longer.

In addition to the length of the wait time, it is also important to consider the quality of the customer service that is being provided. If the customer is being given regular updates on the status of their call, and if they are being treated with courtesy and respect, then they are more likely to be willing to wait on hold for longer.

Ultimately, the best way to determine the maximum time a customer should wait on hold is to test different wait times and see what works best for your business. By monitoring customer feedback and satisfaction, you can get a better sense of how long customers are willing to wait on hold, and make adjustments accordingly.

Here are some additional tips for handling customer calls on hold:

- Be sure to set realistic hold times. If you know that you are going to have a long wait time, be up-front with the customer and let them know how long they can expect to wait.

- Offer the customer the option to have a callback. If the customer cannot afford to wait on hold, allow them to have a callback when their turn is next.

- Provide updates to the customer on the status of their call. This will help to keep them informed and reduce their frustration.

- Be courteous and respectful to the customer. This is important even when you are under pressure.