Keep a caller who is on hold informed about the status of the call once every

Keeping a caller informed about the status of their call while they are on hold is an important aspect of customer service in a medical office setting. Frequently updating the caller helps to alleviate frustration and demonstrates that their time is valued.

The appropriate interval for updating a caller on hold is typically every 30 seconds. This timeframe strikes a balance between minimizing annoyance and ensuring that the caller feels acknowledged. Updating them too frequently, such as every 15 seconds, could interrupt their reading or listening experience, while waiting longer than 30 seconds might lead to impatience and dissatisfaction with the service.

Thus, updating the caller every 30 seconds is the correct and most effective practice to maintain a positive communication flow.