If I’m warm transferring you, that means I want to hand you off to another human being and not just hold music.
When I take you off hold to check in on you, shut up. SHUT UP. Stop giving me your life story. Stop reiterating the issue for the third time. Shut up.
Oh look, my other line that I was using to reach out to the other department disconnected. They disconnected because all they heard was hold music and did a dead air script. I wasn’t there to talk to them because you wouldn’t SHUT UP.
I’m now cold transferring you to hold music and setting the expectation on what’s happening because you wouldn’t shut up. You’re now going to wait longer because you again, wouldn’t SHUT UP.