How Long To Wait When a Client Asks You to Hold

What to do when a client asks you to hold.

Hold time, or how long you wait when a client asks you to hold or tells you they'll be right back, is relative to each client's needs. Jeenie recommends that you verify with the client for how long they would like you to hold and comply with their request.

How to verify with the client:

When the client asks you to hold or says they'll be right back, we recommend asking them "How long would you like me to wait for you to return?" or "Before you leave, I’d like to inform your client about how long they can expect you to be away."

If they client tells you it will be a few minutes, or gives you a timeframe (such as 10 minutes), please wait at least that long before ending the session.

What if the client doesn't tell me how long to wait?

Sometimes the client says "I will be right back" and leaves quickly, preventing you from asking how long they want you to hold or will leave the room without saying anything.

If you are alone on the call and not connected with the person needing an interpreter, Jeenie recommends holding for 15 minutes.

If you are still with the person needing an interpreter, please see What if the person needing an interpreter is still on the call with you?

What if the person needing an interpreter is still on the call with you?

If the client left you on the call with the person needing an interpreter, Jeenie recommends waiting until the client returns.

Please remember, it is unethical and against Jeenie terms to communicate with the person needing an interpreter directly. In your role as an interpreter, you should only be transmitting the message from the client, not engage in personal conversations. If the person needing an interpreter tries to speak to you, it is appropriate to let them know you are unable to speak with them. Jeenie recommends saying something such as "In my role as an interpreter, I am unable to have conversations without your provider on the call."

What to do before ending the session:

After you've waited 15 minutes, or the time the client stated, call out to let the client know you are still on the line and ask if they still want you to hold. We recommend saying something such as "This is your Jeenie interpreter. I am still waiting for you to return. Would you like me to continue to hold?"

If you believe they will return soon, or they ask you to keep holding, continue holding. Jeenie recommends you check in with the client every 10 to 15 minutes of hold time.

If you think they may have forgotten you are on the line, call out one more time. We recommend saying something such as "This is your Jeenie interpreter. If you can hear me, I can not hear you and will disconnect this call." End the session and note in the ratings section that you had to hang up due to an extended wait without a response from the provider.