It is inevitable that at one time or another, you have no alternative but to put your client on hold; however, make this your opportunity to demonstrate to them how professional your company is. This may be the only opportunity you have to do business with them so you can't afford to get their on hold experience wrong. It is worth investing a little bit of time to get this right.
The on hold message needs to engage the caller, to defuse potential frustration. Make this an opportunity to educate and create a good impression of your company and products.
First and foremost, tell the caller where they are and thank them for calling. "Thank you for calling [Company Name], please hold, an advisor will be with you shortly" is a good start. Don't bombard them with all of your information at once, the on hold script needs to be segmented and concise. Shorter paragraphs spread out over your chosen music will be received better and is more effective in smaller chunks. After the initial greeting, make the first three on hold segments the most salient. These should be points that the caller will be interested in and ensure that they stay on the line. For example, if your company is holding an annual event, has a special offer, a free magazine etc. make sure that this information is communicated in the few first messages.
You may say something like...
"Stay on the line and request your free magazine when you are connected"
"Stay on the line and get your 15% discount code when you are connected"
Always try to tell them about things that may be of interest to them. Give them an incentive to stay on hold. Telling your caller that you offer a 15% discount at the weekends is much more helpful to them than continuously thanking them for holding. Build confidence in your brand and provide your caller with good information.
Here are a few ideas for this:
• Has you or your company won any awards?
• Do you / your company hold any relevant qualifications?
• What charitable foundation do you support?
• Do you attend / exhibit at any industry trade events?
• Do you have a useful blog or article archive?
• Have you taken steps to be “green” that is not being done by your competitors?
Patience is a virtue, but not to the caller on hold.
With many cutbacks in staff and personnel, callers are being forced to have prolonged wait or hold times. In order to prevent caller abandonment (caller hang-ups/lost calls), it is always a good idea to thank the caller for remaining on the line and reassure them that their call is important and that you or your staff will be back to cater to their needs as quickly as possible.
So you should say something like, "Thank you for continuing to hold, your patience is appreciated" or "Thank you for your patience, please continue to hold and we will be with you shortly”.
On Hold Message Content Changes.
Like anything else no matter how well your on hold message script is written, if the content is heard by the same people over and over and no longer resonating with your callers that it’s no longer a good on hold message script. They key to successful on hold messaging is to update the message content frequently.
On Hold Inc offers several on hold service pricing options and MVP (Messaging Value Packages) that allow you to quickly and easily freshen up message content for promotional offers, sale items, seasonal products/services, trade shows, etc. This will give your callers the impression that you care about their on hold experience, not to mention the potential for generating revenues by keeping callers informed. Let our staff go to work for you and create a custom on hold message script and production for you to audition and evaluate in three days or less using our risk-free on hold demo trial offer.