When a caller has an issue or problem that you do not know how to address, it is best to respond by... making something up based on your best guess so that you do not sound uninformed. ...asking the caller to hold and transferring them to a coworker who might know. ..telling the caller you don't know, and ask if they can hold on for a moment so you can find out. ..apologizing that your company is a bit behind in training the call center agents and pass on the call to your supervisor