What is a key practice when handling multiple calls in a busy office?

In a busy office, managing multiple calls effectively is crucial for maintaining efficiency and providing good customer service. Placing calls on hold as necessary is a key practice because it allows the receptionist or administrative assistant to prioritize calls and manage the flow of communication without losing connection to any caller. This practice ensures that each caller can be attended to, albeit briefly, while simultaneously allowing for urgent situations to be addressed promptly.

For instance, if one call is particularly critical or pertains to an emergency situation, the administrative assistant can place the other callers on hold while they assist the more pressing situation. This strategy can help maintain the office's overall productivity and ensure that no caller feels neglected for long.

Additionally, while taking messages for every call and apologizing to each caller can seem courteous, they might not be the most efficient use of time in a busy environment. Answering calls in the order they ring might also not be practical, especially when dealing with more urgent inquiries. Therefore, the ability to place calls on hold when necessary is an important skill for effectively juggling multiple calls in a busy office setting.