Our customized programs are 6 minutes long and include up to 11 messages. A variety of packages are available–whether you need one program that plays year round, or you want to update your messages each month.
Another opportunity to improve customer service is to provide customers with self-service information. If you have help documentation or resources online, be sure to mention them on hold, so that your callers can access that helpful content on their own, leaving your staff free to help with more unique concerns.
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Version 3 NEC DSX systems have the ability to upload a .Wav file directly into the message-on-hold mailbox using the PC Administrator program.
So, given that hold music is such a powerful potential source of frustration, why do companies continue to get it wrong? Reading the articles that are out there, there seems to be a lot of speculation regarding the best choice of music to placate or even entertain customers while they wait in your queue. Some common suggestions include “Hanging On The Telephone” by Blondie, or Lionel Richie’s “Hello, is it me you’re looking for?”. Or how about looking up the customer’s record in your call centre CRM, grabbing their date of birth, and playing something based on their age range - pop for the under 25s and presumably something fusty for the oldies?
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Whether you are using an analogue landline or a VoIP business phone service, your voice travels over a variety of circuits and networks — most of which serve to disrupt the original audio file.
3. Don’t repeat the same message over and over again, create a sequence that provides relevant messages during the duration of the hold.
If you use or are considering a VOIP system, digital equipment may not be required. In this case Solutions On Hold will provide your program in the audio file format that meets your VOIP system requirements. Package A Package B Package C Package D
Talk to your customer before you even pick up the phone. On hold messages are one of the best ways to communicate with your customer audience.
Each of your telephone lines must be configured to use the built-in message on hold mailbox in program 3103. Press Intercom 700 Dial 300 (301 in version 3 systems) Press 72 Press 1 to record a message on hold Lift the handset and record your message Press # when finished
Super helpful service when I ordered the wrong headset, Jo was super helpful in recommending one with a USB drive and replacing the one I ordered. Highly recommend this company for their customer service. I wish more companies were like this. 😀
Experienced male and female voice talent will take the words off the page and deliver your message with sincerity and appeal, from corporate to casual. Music is carefully selected to reflect your business style.
However, not all businesses who field customer service calls are entirely unsympathetic to your plight. Some choose to make your wait as pleasant as possible by poking fun at the situation.
Yes. You can preplan message changes to begin any time in the future. There is no limitation.
It’s about engaging your caller and giving them options with your messages. This requires upkeep, and an eye on average hold time (AHT) so you know how much to prerecord for your callers. If you’re not sure where to start, go to your coworkers for some ideas – it’s there you’ll get your script going.
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