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Statistics show that approximately 34% of callers who hang up will never call you back. In addition, callers wait an estimated 70% longer on the line when they are listening to interesting information about the company they are calling. These statistics suggest that providing a customized message that is tailored to your company can be more effective than playing music or leaving the customer in silence while they’re on hold.
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This brings up the ever-present question of appropriate branding for your business. At a funeral home, Green says, you don't want an upbeat pop song, for obvious reasons. Mark Malekpour, who works at Beatsuite, a music library which sells a variety of songs specifically for hold systems, says that companies too often want popular music. "For an insurance company, you don't want something from Queen or U2," he said. "When you're choosing music for an insurance company, it shouldn't feel happy or feel good or lighthearted, because insurance is something you have to have, and you want to think, 'These guys get what insurance is all about.' " (Beatsuite's bestselling hold song is called "Inspiring Innovation," which is tagged as: "Success, achievement, and trustworthy.")
We’ve implemented on-hold messages for many companies and have learned a few tips along the way.
Looking for something else to pass the time while you're waiting? Check out Mojis (www.mojis.me) for your iPhone!“The song is called Opus No. 1, by Tim Carle
Submit your script, or draft, along with your project details and a description of how the voice should sound (be it conversational, informative, commanding...etc) and we'll send a demo for approval.
Set the right tone for the call by introducing your business in a welcoming manner. The message can be played either by itself or as an intro to IVR prompts.
If you don’t have the capability in-house, or if you’d prefer to let someone else handle it, this task is easy to outsource.
The common scripts include: “The next available representation will be with you shortly” or simply “We will be with you shortly”. These messages often work best when coupled with expected waiting time announcement.
To get a better idea of what we’re about you can listen to some examples of on hold messages we’ve produced below. Do you need an audio project voiced in a specific accent, style, or language?
On hold music is a necessity for any client facing business phone system. Use on hold music as an opportunity not only to help your client pass time while waiting but to affirm your brand identify as well. Hi, I’m Mik, one of TunePocket music composers.
If you use social media to promote your business or have a newsletter, make sure your Client Relations representative and Script Consultant are on the distribution lists, so they can be sure to include any relevant content.
VoIP providers also use other audio technologies such as silence suppression, background noise removal, echo cancellation, etc, which also affect the way voice sounds, and on hold music too.
For those of you who are familiar with the veritable purgatory that is being “on hold,” I don’t have to tell you that you have just been thrust into a parallel universe where time slows down, and both your patience and sanity cannot survive.
Thank you for calling {COMPANY NAME} – your number-one source for {describe type of service}.
On hold messages are one of the best ways to communicate with your customer audience. Why? Because these messages allow you to talk to your customers before you even pick up the phone. Talented professional voice actors can record your voicemail greeting, company directory, call menu, and more. Greet all your customers with the most professional image possible.
Sample 3 — "Thanks for holding. Did you know that JK Mortgage has special programs designed to help people who don't qualify for a standard loan? We can customize a loan specifically to meet your needs. Ask one of our certified agents for information. Someone will be with you shortly."