To keep the information in your program current, you should review your script whenever your business has updated policies or procedures, new promotions or special offers, or changing customer service strategies.
The difference between writing a script and writing for print is that scripts must be written for the ear and written for effective delivery by voice talent. It must be written in a conversational tone. When you create a script that’s listenable, your callers will better understand your business.
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While you need to adapt your writing style for screenwriting, you also need to realize there are additional production steps to recording an on hold message. You need to find someone who has the right voice for the job, and who can read your script well.
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A Holdcom Consultant will review your script to check for grammar & syntax and verify any necessary pronunciations before submitting to production.
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We strongly recommend that you write short, independent messages, with a musical interludes. The volume of the music should be turned down during narrative messages.
Use the free included Grace Music Master Software Version 5 to create your targeted message, or register your player and receive one free personalized on-hold greeting.
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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."
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.
Play music which is really suitable for on-hold calls. Generally speaking, the music should be in line with your brand image. The longer the average wait of a customer, the softer the music should be.
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The intro greeting should be a reassurance that the caller has reached the correct organization along with general information about the company, and information that you want the caller to have on hand. Good information to provide at this point might include organizational slogans, years in business and general product information.
You have your callers’ complete attention at what is virtually point of sale. Many of your waiting callers have their pens poised, their order books open, they want to know how you can help them, SO LET’S TELL THEM.
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