Emails provide a convenient mode of communication. They can be sent to anyone and at just about any time as per convenience. Given the ease of their accessibility, it makes good sense to integrate email support services in a customer service operation.
Keeping customers on hold is a common phenomenon in the call center industry. Although hold procedure is a call center etiquette, which is designed for the benefit of both customers and agents, it has been seen that it is used incorrectly by many call center representatives. The situation becomes even worse when calls are put on hold by agents who provide call answering services.