Having ringback and on-hold music really gives your company a professional appearance. On-hold music has always been one of the features associated with the “Fortune 500” companies that VoIP subscribers have access to, and at a fraction of the cost. Having the right connect music makes a great first impression on customers.
Use your customer’s captive time on-hold wisely to share background, insight and information about your business. Answer typical questions they might ask, prepare them to be served expeditiously or build loyalty through goodwill promotions or offers.
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If you're not actively planning content for your on hold program, and, say, play the radio on hold, you're not controlling what you're playing on hold. You're at the whim of a Radio DJ or program manager, who might play music that's unappealing to your callers or who might be producing and playing ads for your competition.
"We have had great feedback from customers. When we [pick up the phone] they are laughing and in the best mood. They say the messages are hilarious. That was my whole plan - to make being on hold enjoyable." - Rachelle Dicker / Gold Rush Express
Create a professional image, promote your business and hold your callers attention
A study by New Voice Media found that 51% of customers decided to stop availing a company’s services because of one bad experience of customer support.
“At Page, Smith & Douglas, we pride ourselves on both our extensive knowledge of tax law and our dedication to superior customer service. We understand that tax problems can be intimidating, so we have a completely open door policy for our clients to come meet with their attorney in our office or contact them anytime by phone or email…”
Brian & the team have been looking after our telephone systems for a few years now. Always an excellent service. Very knowledgable and at hand, should any problems arise.
We’ve achieved national recognition for excellence in the areas of quarry beautification, community relations, safety, and environmental compliance. We employ more than 1,000 men and women to fill a wide range of jobs.
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.
When you begin to consider what callers on hold should hear while they wait, be sure to focus on your callers and their needs. Think about: Why are they calling? What would keep them interested and even inspired? Remember, on hold messages shouldn’t be a hard sell, but rather a soft sell or conversation with people who have reached out to you, and are in an excellent position to make buying decisions based on what they hear while on hold.
(If you can't hear any difference between these two samples, then there's a good chance your speakers are reducing CD quality music to phone quality for you!)
Sample 5 – “Thanks for holding. Dazzle your clients with delicious cookies featuring your company’s logo! Orders are available for batches as small as 200 cookies! Someone will be with you shortly.”
It’s very important to thank your customers for waiting. Being on hold is not a desirable experience for anyone. The least you can do it thank your clients for their time and to help them not feel neglected.
These digital systems come with different loading options including remote load, CD load, USB load and Internet Download. Typically we work with your telephone system contact to determine which digital player fits your needs and telephone configuration the best.
Our user interface is so simple, just click and drag your choice of music & messages. You can set the time between messages and even specify the level that the music background fades down to whenever a message is played. When you're finished, just drag the production to your player and you're done!
Here at hpc, we’re more than just a bunch of pretty faces. We’re a dedicated group of composers, audio engineers, copywriters, and customer service professionals, all experts in our respective fields. Whether you prefer messages that are professional, understated, or downright off-the-wall, we do our research to provide you with a custom program that fits your company’s needs and values. All programs consist of 5 custom 30 second messages mixed with music (4minutes total program length) · EMA/OHMA Certified (Experience Marketing Association, On-Hold Messaging Association)