James and Bridget are receptionists. Often when they meet up for lunch, they end up discussing their respective jobs. Last week, James admitted that he accidentally forgot about a caller whom he had put on hold. Bridget reprimanded him and told him that a receptionist should never put callers on hold in the first place. Why is Bridget incorrect? Most callers prefer being put on hold as opposed to being required to call back later.

Putting a caller on hold allows a receptionist to do any research necessary to help the caller.

Bridget is correct—putting a caller on hold always results in missed opportunities for the company.

When a caller is put on hold, they get the positive impression that the company they are calling is busy and in high demand.