Hold Time Rules
“This is the maximum amount of time reps should wait before checking back in with a caller.”
What is 2 minutes
“This streaming series featured a deadly children’s game competition.”
“What is Squid Game?”
“This is won or lost during hold time.”
“What is trust?”
“This artist is known as the ‘Queen B.’”
“Who is Beyoncé?”
“This is the name used for Clicklease customers.”
“Who is ROSE?”
"This phrase should always be said before placing someone on hold."
What is ‘I’m going to place you on hold’?
“This social media app became famous for short-form dance videos.”
“What is TikTok?”
“These callers are often mid-deal while speaking with Partner Services.”
“Who are EDGARS?”
“This actor played Iron Man in the Marvel movies.”
“Who is Robert Downey Jr.?”
"This department handles incoming dealer calls and application support.”
“What is Partner Services?”
“This happens when reps leave callers in silence without context.”
“What is abandonment?”
“This movie featured pink fashion and became a worldwide phenomenon in 2023.”
“What is Barbie?”
“This makes dealers feel informed and in control during the app process.”
“What is setting expectations?”
“This hit TV series follows a group of teachers working in an underfunded public school in Philadelphia.”
“What is Abbott Elementary?”
“This team handles trailer titles and registration documentation.”
What is Title & Registration?”
“This type of hold failure happens when a rep leaves a caller waiting until they hang up.”
“What is parking the caller?”
“This NFL player became even more famous after dating Taylor Swift.”
“Who is Travis Kelce?”
“This action should always happen if a caller disconnects while on hold.”
“What is a callback attempt?”
“This artist became known for wearing a hockey mask and releasing the hit song ‘Beautiful Things.’”
“Who is Benson Boone?”
“This is the primary goal of Partner Services.”
“What is ensuring a smooth lease experience?”
“This quick interaction resets the caller’s frustration clock.”
“What is a check-in?”
“This Disney movie features the song ‘Let It Go.’”
“What is Frozen?”
“This phrase apologizes for a missed hold check-in while rebuilding trust.”
“What is ‘I’m so sorry about that — thank you for staying on’?”
“This TV drama follows the wealthy Roy family as they battle for control of a media empire.”
“What is Succession?”
“This is one of the Core 4 Values Clickease expresses.”
We are a happy company
We celebrate collective intelligence
We practice empathy
We listen & learn from what we hear