Business Intro – quick intro announcement heard by the caller before they speak with a business representative. Usually quite short and welcoming, introducing the business to the caller.
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Whether it’s music, marketing messages, or a combination of both, the recording should be long enough so it doesn’t loop back to where they started when they were first put on hold. If you don’t typically have long wait times, this should be no problem. If calls get stacked up sometimes, you’ll want to make sure that the recording is at least as long as your typical wait time on a busy day.
Message On Hold Can: Sell products and services Introduce promotions Drive website traffic Answer FAQ’s Provide customer service Reinforce marketing Encourage referrals Build brand awareness Use Music to keep callers entertained
You have reached {COMPANY NAME}. Please be assured that your call will receive the time and attention it deserves when we return to the line.
Fantastic service. Excellent value for money and great Customer Support. Would definitely use them again
Let’s drop some jargon: Caller retention. Customer satisfaction. Reducing churn. If you care about any of these, hold music should matter to you. Music affects mood. It can even have an effect on purchasing and decision-making behavior. Skip the sponsored Instagram posts of avocado toast; hold music is a bonafide influencer!
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Voice Prompts – usually combined with a Business Intro announcement, used for Auto Attendant and IVR prompts to provide menu options and assist in telephone navigation.
Internet – No longer a need for a dedicated phone line just use the internet. Files can be sent in WAV format or MP3.
Whether you use the best hold music in the world or a simple repeating jingle, hold music is worth using for one reason. Customer retention. USA Business Telephone Today held a study of 30,000 callers.They placed each on hold for one minute, but split the callers into three groups and used different hold techniques on each before measuring the results.
Often, it’s a good idea to precede the message with a bright alert sound effect to grab snoozing customer attention:
Thank you for calling {COMPANY NAME}. Please be sure to have your {account number/product ID/serial number/etc} ready for when a Customer Service Representative returns to the line.
Since 1999, the Killerspots Agency has been known for its award-winning creative production styles, on-time deliveries, and customer experiences. We’re a contagiously creative, full-service digital marketing, production, and media agency. Our culture is a strategy at its core.
Depending on how large your business is, you may want more than one on hold messaging option. If you have several departments to take care of, you should consider the customizable extensions feature available through most systems. This feature allows you to craft specific messages for various phone extensions throughout your organization. If you need to provide different information to different callers, this is the best way to do it.
This is an easy and effective way to improve your business image while providing greater value to the 85% of callers who prefer an on hold service with commercials over silence.