Agents please remember, the client that has your immediate attention must come first.

If you are with a client, you can't answer the phone. The person in front of you is the most important at that time. It would be rude to take a call while someone is one on one with you. Someone took the time to physically see you.

If you are on a call, that call is the most important at that time. Putting someone on holds can cause the conversation to go sour, fast. People forgot what their points are.

All calls are important, but if someone calls you, you can't put them on hold unless you know another call is coming in and you alert them at the beginning of the conversation.

You must return all calls immediately. My voice mail goes to my voice mail box, my text box as text and my email in text and voice.

Client satisfaction. I know some clients get upset if they go to voice mail, gently let them know you are taking care of their needs now, how may I assist you?